Customer Experience Agent at Whatnot

Whatnot, the largest livestream shopping platform in North America and Europe, is seeking a Customer Experience Agent to join their team in Dublin, Ireland. The Customer Experience team aims to drive the best possible user experience through process improvement, order management, and problem-solving. This role involves ensuring customers receive their orders quickly and resolving any issues that arise.

The agent will interact with buyers and sellers, resolving issues related to payments, orders, shipments, and general queries. They will become experts in Whatnot's products, processes, and systems, working with other departments to resolve open questions and improve the overall customer experience.

Responsibilities may include:

• Interacting with buyers and sellers with a customer-first attitude.
• Resolving customer issues regarding payments, orders, shipments, and general questions.
• Becoming an expert in the Whatnot product, processes, and systems.
• Working with other departments to troubleshoot, research, and resolve open questions.
• Seeking out opportunities to eliminate repeat contacts and improve the overall customer experience.

Requirements:

• 2+ years of support experience handling email and/or chat services.
• Weekend availability.
• Fluent in English; secondary language (French, German, or Dutch) preferred.
• Understanding of Ecommerce and Marketplace operations.
• Experience with Customer facing systems like Zendesk, Kustomer, or Intercom.
• Proactive problem-solving and process-improving skills.

What Whatnot offers:

• Flexible Time off Policy
• Health Insurance options including Medical, Dental, Vision
• Work From Home Support
• Home office setup allowance
• Monthly allowance for cell phone and internet
• Monthly allowance for wellness
• Annual allowance towards Childcare
• Lifetime benefit for family planning, such as adoption or fertility expenses
• Retirement; Pension plan
• Monthly allowance to dogfood the app
• 16 weeks of paid parental leave + one month gradual return to work