Customer Experience Agent

1 week ago

Dublin, Dublin City, Ireland Whatnot Full time

Whatnot

Whatnot is a livestream shopping platform and marketplace backed by Andreessen Horowitz, Y Combinator, and CapitalG. We're building the future of ecommerce, bringing together community, shopping and entertainment. We are committed to our values, and as a remote-first team, we operate out of hubs within the US, Canada, UK, Ireland, and Germany today.

We're innovating in the fast-paced world of live auctions in categories including sports, fashion, video games, and streetwear. The platform couples rigorous seller vetting with a focus on community to create a welcoming space for buyers and sellers to share their passions with others.

And, we're growing. Whatnot has been the fastest growing marketplace in the US over the past two years and we're hiring forward-thinking problem solvers across all functional areas. 

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:

2+ years of support experience handling email and/or chat services. Weekend availability required Fluent in English and German, with an understanding of 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 or college experience preferred Previous start-up experience is a plus

Benefits

Flexible Time off Policy Health Insurance options including Medical, Dental, Vision Work From Home Support $1,000* home office setup allowance $150* monthly allowance for cell phone and internet Care benefits $450* monthly allowance on food $500* monthly allowance for wellness $5,000* annual allowance towards Childcare $20,000* lifetime benefit for family planning, such as adoption or fertility expenses Retirement  Pension plan 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.

*Equivalent in local currency 

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.

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