Customer Experience Agent

September 10

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Whatnot

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Marketplace • eCommerce

Whatnot is a dynamic online marketplace platform that facilitates live shopping experiences. Users can buy, sell, and discover products they love, engaging in a community-driven environment through live shows. Whatnot ensures a secure shopping experience by vetting sellers and offering protection for unsatisfactory purchases. The company values privacy, providing consent management tools for their users to control cookie usage and personal data processing.

201 - 500 employees

Founded 2021

🏪 Marketplace

🛍️ eCommerce

💰 $260M Series D on 2022-07

📋 Description

• Drive the best possible user experience through process improvement, order management, and problem solving • Do whatever is necessary to ensure customers receive products as fast as possible • Ensure issues are resolved and make things right when problems occur • Interact with buyers and sellers with a customer-first attitude to ensure a positive experience • Resolve customer issues regarding payments, orders, shipments and general questions with high quality and timeliness • Become an expert in Whatnot product, processes and systems to drive positive outcomes • Work with other departments to troubleshoot, research and resolve open questions • Seek opportunities to eliminate repeat contacts and improve overall customer experience

🎯 Requirements

• 2+ years of support experience handling email and/or chat services. • Weekend availability required • Fluent in English • Secondary language preferred, in particular French, German, or Dutch • Understanding of Ecommerce and Marketplace operations • Experience with Customer facing systems like Zendesk, Kustomer, or Intercom. • Obsession with customers / being customer first / serving customers • Proactive problem-solver and process-improver • Knowledge of Collectibles is a plus • Bachelor's degree preferred • Previous start-up experience is a plus • May require eligibility to work in the Republic of Ireland (application asks about visa sponsorship)

🏖️ Benefits

• Flexible Time off Policy and holiday pay for working company-wide Holidays (including a spring and winter break) • Health Insurance options including Medical, Dental, Vision • Work From Home Support: Home office setup allowance; Monthly allowance for cell phone and internet • Care benefits: Monthly allowance for wellness; Annual allowance towards Childcare; Lifetime benefit for family planning, such as adoption or fertility expenses • Pension plans internationally • Monthly allowance to dogfood the app (employees expected to use Whatnot as both a buyer and a seller) • Parental Leave: 16 weeks of paid parental leave + one month gradual return to work (*company leave allowances run concurrently with country leave requirements)