Customer Experience Agent

Whatnot; Phoenix (AZ); Remote; USD 10,000 - 60,000; Full time

Job summary

An innovative company is seeking a dedicated Customer Experience Specialist to enhance user satisfaction on a cutting-edge livestream shopping platform. This role involves interacting with customers to ensure their needs are met, resolving issues swiftly, and collaborating with various departments to improve processes. Ideal candidates will have a passion for customer service, a proactive approach to problem-solving, and a solid understanding of ecommerce. Join a dynamic team where your contributions will directly impact the shopping experience and help shape the future of online retail. If you thrive in a fast-paced environment and are committed to customer satisfaction, this opportunity is for you!

Benefits

Flexible Time Off Policy

Health Insurance Options

Home Office Setup Allowance

Monthly Cell Phone and Internet Allowance

Childcare Allowance

401k with Employer Match

Paid Parental Leave

Monthly Allowance for Food and Wellness

Qualifications

• 2+ years of support experience in email and chat services.
• Understanding of ecommerce and marketplace operations.

Responsibilities

• Interact with customers ensuring a positive experience.
• Resolve customer issues regarding payments and orders.

Skills

Customer Service

Problem Solving

Ecommerce Knowledge

Communication Skills

Zendesk

Kustomer

Intercom

Proactive Approach

Education

Bachelor's Degree

College Experience

Tools

Zendesk

Kustomer

Intercom

Job description

Whatnot is a livestream shopping platform and marketplace backed by Andreessen Horowitz, Y Combinator, and CapitalG. We’re building the future of ecommerce, bringing together community, shopping and entertainment. We are committed to our values, and as a remote-first team, we operate out of hubs within the US, Canada, UK, Ireland, and Germany today.

We’re innovating in the fast-paced world of live auctions in categories including sports, fashion, video games, and streetwear. The platform couples rigorous seller vetting with a focus on community to create a welcoming space for buyers and sellers to share their passions with others.

The Customer Experience team is responsible for driving the best possible user experience through process improvement, order management, and problem solving. As part of this team, you will be tasked with doing anything possible to make sure our customers get the product they ordered as fast as possible. And if something went wrong, you are ensuring that we are doing everything possible to make it right.

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.

Qualifications:

We’re hoping to see in your background:

• Weekend availability required.
• 2+ years of Support experience handling email and/or chat services.
• 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.

Team members in this role are required to be within commuting distance of our Phoenix, AZ hub.

Compensation:

For Full-Time (Hourly) US based applicants: $24.04/hour to $28.85/hour + benefits + equity

The hourly range may be inclusive of several levels that would be applicable to the position. The final hourly rate will be based on a number of factors including level, relevant prior experience, skills, and expertise.

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
• 16 weeks of paid parental leave + one month gradual return to work.

Whatnot is proud to be an Equal Opportunity Employer. We value diversity, and we do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, parental status, disability status, or any other status protected by local law.

Apply for this job

* indicates a required field