Customer Experience Agent

1 week ago

Dublin, Dublin City, Ireland Whatnot Full time
Overview

Location: Dublin, Ireland

Employment Type: Full time

Department: Support – International CX Agents

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.

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.

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
Qualifications
  • 2+ years of support experience handling email and/or chat services
  • Weekend availability required
  • Fluent in English
  • Secondary language preferred, in particular French, German, or Dutch
  • 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
  • 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
  • Pension plans internationally
  • Monthly allowance to dogfood the app
  • Parental Leave: 16 weeks of paid parental leave + one month gradual return to work

Please find our Whatnot Candidate Privacy Notice here.

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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