Customer Experience Agent – Overnight Shift
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Job Description
Customer Experience Agent ensuring positive experience for buyers and sellers on Whatnot's platform. Resolving issues and driving product and service excellence.
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:
- Open to overnight shift from 8pm-5am PST
- 2+ years of Support experience handling email and/or chat services.
- Weekend availability required.
- Understanding of E-commerce 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.
Benefits:
- Generous 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
- Care Benefits
- Monthly allowance for wellness
- Annual allowance towards Childcare
- Lifetime benefit for family planning, such as adoption or fertility expenses
- 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 *company leave allowances run concurrently with country leave requirements which take precedence.
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