Customer Experience Agent (German Speaking)

Whatnot; United States; Remote; USD 40,000 - 48,000; Full time

Benefits offered by this job

Flexible time off

Health insurance

Work from home

Care benefits

Pension plans internationally

Dogfood allowance

Parental leave

Job summary

Whatnot is adding a Customer Experience representative to its remote team. You will interact with buyers and sellers, resolve issues on payments, orders, and shipments, and become an expert in Whatnot's products and processes to improve outcomes for users.

We value a customer-first mindset, weekend availability, and experience with Zendesk, Kustomer or Intercom. A Bachelor’s degree is preferred and prior startup experience is a plus. This role offers remote work and equity opportunities.

Qualifications

• 2+ years of support experience handling email and/or chat services.
• Weekend availability required
• Fluent in English and German, with a deep understanding o the DACH market
• 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 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 the Whatnot 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 support

English fluency

German fluency

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 the Whatnot 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:

• 2+ years of support experience handling email and/or chat services.

• Weekend availability required

• Fluent in English and German, with a deep understanding o the DACH market

• 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 preferred

• Previous start-up experience is a plus

Benefits

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

• Health Insurance options including Medical, Dental, Vision

• Work From Home Support

• Care benefits

• 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

€35K – €42.5K • 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.