Community Experience Agent

DEPOP; United Kingdom; Remote; GBP 25,000 - 35,000; Full time

Job summary

A vibrant social marketplace is seeking a Community Experience agent to resolve user queries and disputes, ensuring a positive user experience. The role offers flexible remote work with occasional visits to the London office. Candidates must excel in communication and problem-solving, with familiarity in Zendesk being a plus. Additional benefits include mental wellbeing support, generous annual leave, and opportunities for professional growth.

Benefits

Health + Mental Wellbeing PMI

Cycle to Work scheme

25 days annual leave

Flexible Working options

Life Insurance

Free shipping on Depop sales

Qualifications

• Experience handling user queries and disputes.
• Ability to work in a fast-paced environment.
• Willingness to work weekends and some Bank Holidays.

Responsibilities

• Resolve user inquiries through email and social media.
• Deliver quick and effective resolutions for disputes.
• Suggest improvements for user service and processes.

Skills

Fluent spoken and written English

Diplomatic and empathetic communication

Problem solving

Tech literacy

Ability to quickly grasp new systems

Tools

Zendesk

Google suite

Job description

Key Dates:

• Start Date: November 3rd
• First week of training (Monday 3rd-Friday 7th): 9:30-6pm in the London HQ
• Week 2 onwards training is remote

Logistics:

• You will work 37.5 hours across 5 days Monday - Sunday between 7:00am - 11:00pm
• There will be various shift patterns across 7:00am - 11:00pm including weekends
• UK based

Please note, we're only able to progress applications that align with the key dates and logistics outlined above. If this opportunity isn't the right fit at the moment, we hope to connect again in the future!

Our Community Experience team protects Depop and its users by mediating disputes, investigating issues, answering queries , and educating our thriving community.

As a Community Experience agent, you would be responsible for resolving the most complex user queries that are often escalated to you to be the last point of contact for the user.

We require Experience team members to be exceptionally diplomatic, efficient, have a flair for problem resolving and encompass that all important customer service charm. We want someone who has a pragmatic approach, is always open to feedback, and enjoys looking for ways to improve the user experience.

If you know what goes into providing great service, and know Zendesk like the back of your hand (a plus!) then we want to hear from you. This role covers email and social media service channels, and may include new channels in the future.

We love flexibility, so this is a fully remote-based role. You'll be required to visit our London office up to 4 times per year for training, team socials and company events; but you're welcome to visit more often if you prefer a more hybrid schedule.

What you will accomplish

• Tackle an array of user questions and issues via email and social media, with other possible channels launching in the future
• Deliver a high quality, quick and efficient resolution for user disputes
• Become an expert on our product and processes, in order to provide the best possible outcome to our users
• Acquire a deep knowledge of our internal tools, including Zendesk, in order to efficiently and effectively manager user relationships
• Suggest ways to improve our service and streamline our processes in order to better serve our users

This should describe you

• Fluent spoken and written English, bonus points for other languages
• A straightforward communicator, who can explain complex information in a simple way
• An incredibly diplomatic and empathetic person
• A flair for problem solving using a pragmatic approach
• Tech-literate, and able to grasp new systems and software quickly
• See the bigger picture of your day-to-day tasks, and actively look for ways to improve the community's experience
• A flexible outlook and can work comfortably with other functions in the company
• Adaptable to change, and comfortable working in a fast-paced environment
• Self-motivated and have a desire to get things done, even when there's no-one else around
• Sound judgement, even under pressure
• Ability to think beyond your day-to-day tasks to help improve internal processes and workflows
• Be approachable, as you'll be the 'go-to' within the company for any user support issues
• Intuitive with apps and able to quickly grasp new backend systems and software, including Zendesk & Google suite
• Willing to work weekends and some Bank Holiday days
• Reliable internet connection

Application Close Date: Friday 29th August 5pm BST

Additional information

Health + Mental Wellbeing PMI and cash plan healthcare access with Bupa Subsidised counselling and coaching with Self Space Cycle to Work scheme with options from Evans or the Green Commute Initiative Employee Assistance Programme (EAP) for 24/7 confidential support Mental Health First Aiders across the business for support and signposting Work/Life Balance: 25 days annual leave with option to carry over up to 5 days 1 company-wide day off per quarter Impact hours: Up to 2 days additional paid leave per year for volunteering Fully paid 4 week sabbatical after completion of 5 years of consecutive service with Depop, to give you a chance to recharge or do something you love. Flexible Working: MyMode hybrid-working model with Flex, Office Based, and Remote options *role dependant All offices are dog-friendly Ability to work abroad for 4 weeks per year in UK tax treaty countries Family Life: 18 weeks of paid parental leave for full-time regular employees IVF leave, shared parental leave, and paid emergency parent/carer leave Learn + Grow: Budgets for conferences, learning subscriptions, and more Mentorship and programmes to upskill employees Your Future: Life Insurance (financial compensation of 3x your salary) Pension matching up to 6% of qualifying earnings Depop Extras: Employees enjoy free shipping on their Depop sales within the UK. Special milestones are celebrated with gifts and rewards!