Customer Experience Representative

4 weeks ago


Phoenix, Arizona, United States Whatnot Full time
About the Role

We are seeking a highly motivated and customer-focused individual to join our Customer Experience team at Whatnot. As a key member of our team, you will be responsible for driving the best possible user experience through process improvement, order management, and problem-solving.

Key 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 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.
Requirements
  • Weekend availability required.
  • 2+ years of Support experience handling email and/or chat services.
  • 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.
What We Offer
  • Competitive hourly rate: $24.04/hour to $28.85/hour + benefits + equity.
  • Flexible Time off Policy and holiday pay for working Company-wide Holidays.
  • 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 on both food and wellness, annual allowance towards Childcare, lifetime benefit for family planning.
  • Retirement: 401k offering for Traditional and Roth accounts in the US (employer match up to 4% of base salary) and Pension plans internationally.
  • Monthly allowance to dogfood the app.
  • Parental Leave: 16 weeks of paid parental leave + one month gradual return to work.

We are an Equal Opportunity Employer and value diversity. 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.



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