Customer Experience Agent

3 days ago

Dublin, Dublin City, Ireland Tbwa ChiatDay Inc Full time

Join the Future of Commerce with WhatnotWhatnot 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.
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.
If something went wrong, you are ensuring that we are doing everything possible to make it right.
ResponsibilitiesInteract 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.Qualifications2+ years of support experience handling email and/or chat services.Weekend availability required.Secondary language preferred, particularly 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.Compensation and BenefitsThe 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.
This range is only inclusive of base salary, not benefits.
Flexible Time off PolicyHealth Insurance options including Medical, Dental, VisionWork From Home SupportHome office setup allowanceMonthly allowance for cell phone and internetCare benefitsMonthly allowance for wellnessAnnual allowance towards childcareLifetime benefit for family planning, such as adoption or fertility expensesMonthly allowance to dogfood the app16 weeks of paid parental leave + one month gradual return to work.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.
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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