Customer Experience Agent

Summary

Join Whatnot, the leading livestream shopping platform, and become a crucial member of our Customer Experience team! Working remotely, you'll ensure our customers receive their orders swiftly and resolve any issues efficiently. You'll interact directly with buyers and sellers, providing exceptional support and identifying areas for process improvement. This role demands a customer-first mentality, problem-solving skills, and experience in customer support. We offer a competitive salary, comprehensive benefits, and the chance to contribute to a rapidly growing company. If you're passionate about e-commerce and possess a proactive approach, we encourage you to apply.

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 for 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