Customer Experience Agent, High Value Items

Whatnot; Phoenix (AZ); Hybrid; USD 50,000 - 70,000; Full time

Benefits offered by this job

Generous Time off Policy

Health Insurance options

Home office setup allowance

Monthly allowance for wellness

401k with employer match

16 weeks of paid parental leave

Job summary

A leading livestream shopping platform is hiring for a Customer Experience position specializing in high value items to ensure fair and timely resolutions to complex cases. Candidates should possess at least 2 years of experience in support roles, with strong investigative judgment and excellent collaboration skills. The role offers the flexibility to work remotely and provides various benefits, including generous time off and health insurance options.

Qualifications

• 2+ years of Support or Trust & Safety experience handling email and/or chat interactions.
• Experience with customer‑facing systems like Zendesk, Kustomer, or Intercom.
• Knowledge of sports cards and trading cards is a plus.

Responsibilities

• Investigate complex high‑value item cases end‑to‑end to ensure fair and timely resolutions.
• Determine fair market value for missing or incorrect items.
• Provide thoughtful, empathetic support to buyers and sellers.

Skills

Strong investigative judgment

Excellent collaboration skills

Clear, empathetic communication

Ability to think critically

Understanding of e‑commerce operations

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, where buyers and sellers trade everything from trading cards to electronics and live plants. We are building live commerce at an unprecedented scale, and our teams are shaping the next generation of the shopping experience.

We are a remote–co‑located organization anchored in hubs across the US, UK, Ireland, Poland, Germany, and Australia. Our culture is built on speed, user focus, and creating high‑impact work. We were recently named the #1 Best Startup Employer in America by Forbes.

💻 The Role

The Customer Experience High Value Items (HVI) team is a group of customer‑experience agents focused on resolving complex cases involving high‑value transactions. You’ll investigate claims where buyers report missing or incorrect items, work closely with sellers to determine fair outcomes, and ensure buyers receive the correct item or appropriate reimbursement. This role blends the investigative focus of Trust & Risk with a customer‑first mindset to uphold trust and deliver fair, consistent experiences across our marketplace.

• Investigate complex high‑value item cases end‑to‑end to ensure fair and timely resolutions
• Determine fair market value for missing or incorrect items to support accurate reimbursement decisions
• Work efficiently through assigned queues and backlogs while maintaining quality and SLA standards
• Provide thoughtful, empathetic support to buyers and sellers, ensuring both parties feel heard and informed
• Escalate billbacks, managed‑seller updates, or urgent user actions to the appropriate manager or Slack channel
• Collaborate with CatEx and TnR on escalated or SEV cases, acting as Incident Commander when necessary
• Identify trends in claims, item categories, or seller behavior to proactively reduce risk and improve processes

We offer flexibility to work from home or from one of our global office hubs, and we value in‑person time for planning, problem‑solving, and connection. Team members in this role must live within commuting distance of our Phoenix hub.

👋 You

People who do well at Whatnot tend to be comfortable figuring things out as they go, biased toward action, and genuinely curious about what they’re building. They care more about outcomes than credit and stay close to the product and the people using it.

Here’s what we’re hoping to see in your background:

• Weekend availability required.
• 2+ years of Support or Trust & Safety experience handling email and/or chat interactions.
• Strong investigative judgment – able to assess incomplete or conflicting information, surface key evidence, and make sound, fair decisions balancing speed, accuracy, and risk.
• Excellent collaboration skills; works effectively with TnR, CatEx, Policy, and CX to align on outcomes and ensure consistency across teams.
• Ability to think critically and adapt beyond standard SOPs for unique or high‑visibility cases.
• Clear, empathetic communicator comfortable navigating sensitive, high‑stakes scenarios while maintaining professionalism and trust.
• Experience with social media, parcel delivery, marketplace sellers, vendors, payment processors and/or fraud operations.
• Understanding of e‑commerce and marketplace operations.
• Experience with customer‑facing systems like Zendesk, Kustomer, or Intercom.
• Knowledge of sports cards and trading cards is a plus.

🎁 Benefits

• Generous Time off Policy
• 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 for 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
  • All Whatnauts are expected to develop a deep understanding of our product. We’re passionate about building the best user experience, and all employees are expected to use Whatnot as both a buyer and a seller as part of their job (our dogfooding budget makes this fun and easy!).
• Parental Leave
  • 16 weeks of paid parental leave + one month gradual return to work *company leave allowances run concurrently with country leave requirements which take precedence.

💛 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.