Remote Community Experience Specialist

DEPOP; Greater London; Remote; GBP 26,000 - 38,000; Full time

Benefits offered by this job

Health + Mental Wellbeing plan

25 days annual leave

Sabbatical after 5 years

MyMode hybrid-working

Life Insurance

Pension matching

Depop Extras: free delivery

Dog-friendly offices

Job summary

Depop is seeking a Customer Experience Agent to own complex cases from investigation to resolution, using sound judgement and clear communication. You’ll learn Depop’s products, policies and tools to reach the best outcome and maintain user trust.

In this remote role with occasional London HQ training days, you’ll review transactions and collaborate with teams to improve the user experience while adapting to evolving processes and tools.

Qualifications

• Strong problem-solving abilities and a solution-focused mindset.
• Excellent communication skills with empathy and clarity.
• Attention to detail when handling transactions, disputes and policies.
• Fluent spoken and written English.

Responsibilities

• Own complex customer cases from investigation to resolution, using sound judgement.
• Build knowledge of Depop products, policies, processes and tools to reach the right outcome.
• Review payments, refunds, balances and transaction histories to resolve disputes.
• Handle sensitive interactions with empathy and professionalism, communicating decisions clearly.
• Collaborate with colleagues across Depop to escalate when needed.
• Spot patterns and trends to improve products, policies and processes.
• Adapt to evolving support environment and learn new tools quickly.

Skills

Strong problem-solving

Empathetic communication

Attention to detail

English fluency

Tools

Zendesk

Job description

Depop is seeking a Customer Experience Agent to own complex cases from investigation to resolution, using sound judgement and clear communication. You’ll learn Depop’s products, policies and tools to reach the best outcome and maintain user trust.

In this remote role with occasional London HQ training days, you’ll review transactions and collaborate with teams to improve the user experience while adapting to evolving processes and tools.