Remote Customer Experience Agent

Summary

Join Whatnot's Customer Experience team as a forward-thinking problem solver to drive user experience through process improvement, order management, and problem solving. As part of this team, you will interact with buyers and sellers, resolve customer issues, become an expert in Whatnot’s product, processes, and systems, work with other departments, seek out opportunities to eliminate repeat contacts, and improve the overall customer experience.

Requirements

• Open to overnight shift from 10pm - 7:00am PST
• 2+ years of Support experience handling email and/or chat services
• Weekend availability required
• 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 or college experience preferred
• Previous start-up experience is a plus

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 Whatnot’s 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

Benefits

• Flexible Time off Policy and holiday pay for working Company-wide Holidays
• 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; 401k offering for Traditional and Roth accounts in the US (employer match up to 4% of base salary) and Pension plans internationally
• 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