Customer Experience Agent

Summary

Join Whatnot's Customer Experience team and contribute to a positive user experience on North America and Europe's largest livestream shopping platform. You will be responsible for resolving customer issues, improving processes, and ensuring timely product delivery. This role requires 2+ years of support experience, weekend availability, fluency in English, and a customer-first mentality. Whatnot offers a competitive salary, comprehensive benefits, and a flexible work environment. The company values diversity and is committed to creating a supportive and inclusive workplace. This is a remote position with hubs in the US, UK, Ireland, Poland, and Germany.

Requirements

• 2+ years of support experience handling email and/or chat services
• Weekend availability required
• Fluent in English
• 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

Responsibilities

• Interact with buyers and sellers with a customer first attitude ensuring a positive experience
• Resolve all customer issues regarding payments, orders, shipments and general questions with a high quality, and in a timely manner
• Become an expert in the Whatnot product, processes and systems to drive positive outcomes for our users
• Work with other departments to troubleshoot, research and resolve open questions
• Seek out opportunities to eliminate repeat contacts and improve the overall customer experience

Preferred Qualifications

• Secondary language preferred, in particular French, German, or Dutch
• Knowledge of Collectibles is a plus
• Bachelor's degree preferred
• Previous start-up experience is a plus

Benefits

• Flexible Time off Policy
• 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 on both food and wellness
• Annual allowance towards Childcare
• Lifetime benefit for family planning, such as adoption or fertility expenses
• Retirement; Pension plan
• Monthly allowance to dogfood the app
• Parental Leave
• 16 weeks of paid parental leave + one month gradual return to work *company leave allowances run concurrently with country leave requirements which take precedence