Remote CX Investigator - High-Value Items

Whatnot; Phoenix (AZ); Hybrid; USD 52,000 - 76,000; Full time

Benefits offered by this job

Generous Time off Policy

Health Insurance options

Work From Home Support

Care Benefits

Retirement; 401k offering

Parental Leave

Monthly allowance to dogfood the app

Job summary

A leading livestream shopping platform is seeking a Customer Experience agent focused on complex high-value cases. Responsibilities include investigating transactions, ensuring fair resolutions, and collaborating with various teams for effective outcomes. Ideal candidates will have at least 2 years in support roles, excellent investigative judgment, and a clear, empathetic communication style. The position allows flexible working from home or office, and team members must be within commuting distance of the Phoenix hub. Join a rapidly growing company recognized as a top startup employer.

Qualifications

• 2+ years of Support or Trust & Safety experience handling email and/or chat interactions.
• Clear, empathetic communicator comfortable navigating sensitive, high-stakes scenarios.
• Understanding of E-commerce and Marketplace operations.

Responsibilities

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

Skills

Investigative judgment

Collaboration skills

Critical thinking

Empathetic communication

Tools

Zendesk

Kustomer

Intercom

Job description

A leading livestream shopping platform is seeking a Customer Experience agent focused on complex high-value cases. Responsibilities include investigating transactions, ensuring fair resolutions, and collaborating with various teams for effective outcomes. Ideal candidates will have at least 2 years in support roles, excellent investigative judgment, and a clear, empathetic communication style. The position allows flexible working from home or office, and team members must be within commuting distance of the Phoenix hub. Join a rapidly growing company recognized as a top startup employer.