Customer Experience Agent

Whatnot; United States; Remote; USD 68,770,000 - 82,667,000; Full time

Benefits offered by this job

Flexible time off

Health insurance

WFH support

Care benefits

401k with employer match

Job summary

Whatnot is the largest livestream shopping platform in North America and Europe, and we’re building the future of online marketplaces from a Phoenix‑area hub with a remote‑co-located team. The Customer Experience team ensures orders are fulfilled swiftly and problems are resolved with care, empowering buyers and sellers to have confidence in every transaction.

This role requires weekend availability, 2+ years in support, familiarity with ecommerce operations, and experience with Zendesk,

Qualifications

• 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.

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.

Skills

Customer service

Ecommerce knowledge

Proactive problem solving

Weekend availability

Education

Bachelor's degree preferred

Tools

Zendesk

Kustomer

Intercom

Job description

Join the Future of Commerce with Whatnot!

Whatnot is the largest livestream shopping platform in North America and Europe to buy, sell, and discover the things you love. We’re re-defining e-commerce by blending community, shopping, and entertainment into a community just for you. As a remote co-located team, we’re inspired by innovation and anchored in our values. With hubs in the US, UK, Ireland, Poland, and Germany, we’re building the future of online marketplaces—together.

From fashion, beauty, and electronics to rare collectibles like trading cards, comic books, and even live plants, our live auctions have something for everyone.

And we’re just getting started! As one of the fastest growing marketplaces, we’re looking for bold, forward-thinking problem solvers across all functional areas. Check out the latest Whatnot updates on our news and engineering blogs and join us as we enable anyone to turn their passion into a business, and bring people together through commerce.

Role

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.

• 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

You

Curious about who thrives at Whatnot? We’ve found that low ego, a growth mindset, and leaning into action and high impact goes a long way here.

A hungry individual looking to jump start their career in a fast paced environment. Someone willing to take on any role or task, learn new skills and be a part of building a great company. A customer service mentality with passion to reach the best possible outcome. Here’s what 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.

Benefits

• Flexible Time off Policy and holiday pay for company-wide Holidays (including a spring and winter break)

• Health Insurance options including Medical, Dental, Vision

• Work From Home Support

• Care benefits

• 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

EOE

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. We believe that our work is better and our company culture is improved when we encourage, support, and respect the different skills and experiences represented within our workforce.

Compensation

$24.04 – $28.85 per hour Offers Equity

The salary or hourly rate range may be inclusive of several levels that would be applicable to the position. Final salary or hourly rate will be based on a number of factors including, level, relevant prior experience, skills, and expertise. This range is only inclusive of base salary or hourly rate, not benefits or equity.