Role
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 work to ensure customers receive the product they ordered as fast as possible and, when something goes wrong, take actions to make it right.
Interact with buyers and sellers with a customer-first attitude to ensure a positive experience
Resolve all customer issues regarding payments, orders, shipments, and general questions in a high-quality, timely manner
Become an expert in the Whatnot product, processes, and systems to drive positive outcomes for users
Collaborate with other departments to troubleshoot, research, and resolve open questions
Identify opportunities to eliminate repeat contacts and improve the overall customer experience
The role offers flexibility to work from home or from one of our global office hubs.
Team members in this role must live within commuting distance of our Dublin hub.
You
People who do well at Whatnot tend to be comfortable figuring things out as they go, biased toward action, and genuinely curious about what they\'re building.
They care more about outcomes than credit and stay close to the product and the people using it.
A hungry individual looking to start their career in a fast-paced environment, willing to take on any role or task, and learn new skills as part of building a great company.
A customer service mentality with a passion to achieve the best possible outcome.
Here's what we're hoping to see in your background:
2+ years of support experience handling email and/or chat services
Weekend availability required
Fluent in English and German, with a deep understanding of the DACH market
Understanding of Ecommerce and Marketplace operations
Experience with customer-facing systems like Zendesk, Kustomer, or Intercom
Customer-first mindset and a proactive approach to problem-solving
Knowledge of Collectibles is a plus
Bachelor\'s degree preferred
Previous startup experience is a plus
Benefits
Generous holiday and time-off policy
Health insurance options including medical, dental, and vision
Work-from-home support
Home office setup allowance
Monthly allowance for cell phone and internet
Care benefits
Monthly wellness allowance
Annual childcare allowance
Lifetime benefit for family planning, such as adoption or fertility expenses
Pension plans internationally
Monthly allowance to support app usage and familiarity
Parental Leave
16 weeks of paid parental leave plus one month gradual return to work (company leave allowances run concurrently with country leave requirements)
Whatnot Candidate Privacy Notice is available for review as part of the application process.
EOE
Whatnot is 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 work is better when we encourage, support, and respect the diverse skills and experiences represented within our workforce.
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