Customer Experience Agent

2 weeks ago


Dublin, Dublin City, Ireland Tbwa ChiatDay Inc Full time
Join the Future of Commerce with Whatnot

Whatnot is the largest livestream shopping platform in North America and Europe to buy, sell, and discover the things you love. We're re-defining e-commerce by blending community, shopping, and entertainment into a community just for you. As a remote co-located team, we're inspired by innovation and anchored in our values. With hubs in the US, UK, Ireland, Poland, and Germany, we're building the future of online marketplaces—together.

From fashion, beauty, and electronics to rare collectibles like trading cards, comic books, and even live plants, our live auctions have something for everyone.

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 ensuring our customers get the product they ordered as fast as possible. If something went wrong, you will ensure 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 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.

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.
- 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 and a customer-first mentality.
- Proactive problem-solver and process-improver.
- Knowledge of collectibles is a plus.
- Bachelor's degree preferred.
- Previous start-up experience is a plus.

The salary range may be inclusive of several levels that would be applicable to the position. Final salary will be based on a number of factors including level, relevant prior experience, skills, and expertise.

Whatnot is proud to be an Equal Opportunity Employer. We value diversity and 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.

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