Customer Experience Agent, Seller

Whatnot; United States; Remote; USD 52,000 - 72,000; Full time

Benefits offered by this job

Generous Time Off

Health Insurance options

Work From Home Support

Care benefits

401k with employer match

Monthly app allowance

Parental Leave

Job summary

Whatnot is seeking a Seller Customer Experience Agent to advocate for our reseller community and guide them through selling on the platform.

You will resolve issues around payments, payouts, orders, and shipments, while mastering Whatnot’s seller tools and policies to surface improvements. Weekend availability is required and experience with seller operations is valued.

Qualifications

• Experience supporting sellers or merchants.
• Understanding of resale operations (sourcing, listings, fulfillment, returns, payouts).
• Comfort with cross-functional collaboration to resolve issues.

Responsibilities

• Interact with sellers with a seller-first attitude.
• Resolve seller issues regarding payments, payouts, orders, shipments, and platform questions.
• Become a deep expert in Whatnot’s seller tools, policies, and processes.

Skills

Seller operations

Customer support

Email & chat support

Zendesk/Kustomer/Intercom

Collectibles familiarity

Education

Bachelor’s degree or college experience

Tools

Zendesk

Kustomer

Intercom

Job description

Join the Future of Commerce with Whatnot!

Whatnot is the largest live shopping platform in North America and Europe to buy, sell, and discover the things you love. Whether it’s trading cards, fashion, electronics, or live plants, our sellers are building real businesses across hundreds of categories. We’re building live commerce at a scale that’s never been done in the West, and there’s no playbook to copy. The people here are shaping how an entirely new industry develops.

As a remote co-located team, we’re inspired by our values and anchored in hubs across the US, UK, Ireland, Poland, Germany, and Australia. We move fast, stay close to our users, and focus on the work that drives the most impact.

We’re one of the fastest growing marketplaces and were recently named the #1 Best Startup Employer in America by Forbes. 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 experience through process improvement, order management, and problem-solving. As part of this Seller Customer Experience team, you will be the primary advocate for our seller community. You will help resellers navigate the platform, resolve issues quickly, and grow their businesses on Whatnot. If something went wrong, you own making it right. You’ll deeply understand the reseller grind, including the sourcing, listings, and shipping logistics, and be the person who makes it easier.

• Interact with sellers with a seller-first attitude, understanding the unique needs and pressures of running a resale business

• Resolve seller issues regarding payments, payouts, order disputes, shipments, and platform questions with high quality and urgency

• Become a deep expert in Whatnot’s seller tools, policies, and processes to drive positive outcomes for the reseller community

• Work cross-functionally with Trust & Safety, Payments, and Product teams to troubleshoot and resolve complex seller escalations

• Identify patterns in seller pain points and proactively surface opportunities to improve the seller experience

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.

As our next Seller Customer Experience Agent, you’ll bring a seller’s perspective and a service mindset. Here’s what we’re hoping to see in your background:

• Weekend availability required.

• Active or former Whatnot seller strongly preferred

• Support experience handling email and/or chat, ideally supporting sellers or merchants.

• Hands-on understanding of reseller operations such as sourcing, listing, fulfillment, returns, and payouts.

• Experience with customer-facing support tools like Zendesk, Kustomer, or Intercom is a plus.

• Familiarity with collectibles categories (trading cards, sneakers, vintage, etc.) is a plus.

• Proactive problem-solver and process-improver.

• Bachelor’s degree or college experience preferred.

Benefits

• Generous Time off Policy

• 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.