Customer Experience Agent, Seller
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Job Description
Customer Experience Agent supporting sellers on Whatnot's live shopping platform. Responsible for resolving issues and improving seller experience.
Responsibilities:
- Interact with sellers with a seller-first attitude, understanding the unique needs and pressures of running a resale business
- Resolve seller issues regarding payments, payouts, order disputes, shipments, and platform questions with high quality and urgency
- Become a deep expert in Whatnot's seller tools, policies, and processes to drive positive outcomes for the reseller community
- Work cross-functionally with Trust & Safety, Payments, and Product teams to troubleshoot and resolve complex seller escalations
- Identify patterns in seller pain points and proactively surface opportunities to improve the seller experience
Requirements:
- Weekend availability required.
- Active or former Whatnot seller strongly preferred
- Support experience handling email and/or chat, ideally supporting sellers or merchants.
- Hands-on understanding of reseller operations such as sourcing, listing, fulfillment, returns, and payouts.
- Experience with customer-facing support tools like Zendesk, Kustomer, or Intercom is a plus.
- Familiarity with collectibles categories (trading cards, sneakers, vintage, etc.) is a plus.
- Proactive problem-solver and process-improver.
- Bachelor's degree or college experience preferred.
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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