Customer Experience Agent - Holiday Contract

🚀 Whatnot

Whatnot (YC W20) is a livestream shopping platform and marketplace backed by Andreessen Horowitz, Y Combinator, and CapitalG. We’re one of YC’s top companies and one of the fastest growing marketplaces ever. We’re laser focused on creating an exceptional software company, team, and place to work. You can read our principles here.

Our mission: enable anyone to turn their passion into a business and bring people together through commerce. We’re building the future of ecommerce; an interactive community where creators can make a living off their passion.

Did we mention we’re high growth? In January 2021, Whatnot had 10 ambitious employees. Today, the Whatnot team is 120+ employees and will exceed 300 by year end. We’re hiring forward thinking problem solvers across all functional areas. We recruit thoughtfully, can adapt quickly, and are scaling fully remotely.

📈 Opportunity Size

The ecommerce experience has been static for 20+ years and is one of the largest opportunities for disruption in the startup space today. Livestream shopping is a $170B GMV market in China and has grown 100% YoY. Retail is a $5T market opportunity!

About the 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 ensuring the we are doing everything possible to make it right.

👋 About 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:

• 4 year degree is a plus. 1 - 5 years of experience in customer service, user experience or fulfillment.
• Positive Customer first attitude.
• Proactive problem-solver and process-improver.
• Experience with social media, parcel delivery, marketplace sellers, vendors, or fraud operations.
• Understanding of Ecommerce and Marketplace operations.
• Experience with Customer facing systems like Zendesk, Kustomer, or Intercom.
• Knowledge of Collectibles is a plus.
• Weekend Availability.
• Desire to enhance your career.

💻 Role

• Interact with customer and seller with Customer first attitude ensuring a positive experience.
• Assess then resolve Customer and Seller issues utilizing a variety of systems, processes and technology.
• Research and investigate new products, listings, sellers and quality concerns.
• Work with other departments to research and resolve open questions.
• Collaborate with management to improve systems and supply chain efficiency.
• Efficiently work through a backlog of open issues and monitor performance of key operations.
• Make quick and financially sound decisions around inventory and customer satisfaction.
• Represent the company with integrity and professionalism.
• Review key metrics and utilize data to make informed decisions.

🎁 Compensation

• 6 month contracted role
• Competitive hourly wage

💛 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.