Whatnot
Whatnot is a livestream shopping platform and marketplace backed by Andreessen Horowitz, Y Combinator, and CapitalG. We’re building the future of ecommerce, bringing together community, shopping and entertainment. We are committed to our values, and as a remote-first team, we operate out of hubs within the US, Canada, UK, Ireland, and Germany today.
We’re innovating in the fast-paced world of live auctions in categories including sports, fashion, video games, and streetwear. The platform couples rigorous seller vetting with a focus on community to create a welcoming space for buyers and sellers to share their passions with others.
And, we’re growing. Whatnot has been the fastest growing marketplace in the US over the past two years and we’re hiring forward-thinking problem solvers across all functional areas.
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 be tasked with doing anything possible to make sure our customers get the product they ordered as fast as possible. And if something went wrong, you are ensuring that we are doing everything possible to make it right.
1. Interact with buyers and sellers with a customer first attitude ensuring a positive experience
2. Resolve all customer issues regarding payments, orders, shipments and general questions with a high quality, and in a timely manner
3. Become an expert in Whatnot’s product, processes and systems to drive positive outcomes for our users
4. Work with other departments to troubleshoot, research and resolve open questions
5. Seek out opportunities to eliminate repeat contacts and improve the overall customer experience
You
Curious about who thrives at Whatnot? We’ve found that low ego, a growth mindset, and leaning into action and high impact goes a long way here.
A hungry individual looking to jump start their career in a fast paced environment. Someone willing to take on any role or task, learn new skills and be a part of building a great company. A customer service mentality with passion to reach the best possible outcome. Here’s what we’re hoping to see in your background:
6. 2+ years of support experience handling email and/or chat services.
7. Weekend availability required
8. Fluent in English and German, with an understanding of the DACH market
9. Understanding of Ecommerce and Marketplace operations
10. Experience with Customer facing systems like Zendesk, Kustomer, or Intercom.
11. Obsession with customers / being customer first / serving customers
12. Proactive problem-solver and process-improver
13. Knowledge of Collectibles is a plus
14. Bachelor's degree or college experience preferred
15. Previous start-up experience is a plus
Benefits
16. Flexible Time off Policy
17. Health Insurance options including Medical, Dental, Vision
18. Work From Home Support
19. $1,000* home office setup allowance
20. $150* monthly allowance for cell phone and internet
21. Care benefits
22. $450* monthly allowance on food
23. $500* monthly allowance for wellness
24. $5,000* annual allowance towards Childcare
25. $20,000* lifetime benefit for family planning, such as adoption or fertility expenses
26. Retirement
27. Pension plan
28. Parental Leave
29. 16 weeks of paid parental leave + one month gradual return to work *company leave allowances run concurrently with country leave requirements which take precedence.
*Equivalent in local currency
EOE
Whatnot is proud to be an Equal Opportunity Employer. We value diversity, and 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. We believe that our work is better and our company culture is improved when we encourage, support, and respect the different skills and experiences represented within our workforce.