Customer Experience Agent

Whatnot is the largest live shopping platform in North America and Europe to buy, sell, and discover the things you love. We’re re-defining e-commerce by blending community, shopping, and entertainment into a community just for you. As a remote co-located team, we’re inspired by innovation and anchored in our values. With hubs in the US, UK, Germany, Ireland, and Poland, we’re building the future of online marketplaces –together.

From fashion, beauty, and electronics to collectibles like trading cards, comic books, and even live plants, our live auctions have something for everyone.

And we’re just getting started! As one of the fastest growing marketplaces, we’re looking for bold, forward-thinking problem solvers across all functional areas. Check out the latest Whatnot updates on our news and engineering blogs and join us as we enable anyone to turn their passion into a business, and bring people together through commerce.

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.

• Interact with buyers and sellers with a customer first polite 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 the Whatnot 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

We offer flexibility to work from home or from one of our global office hubs, and we value in-person time for planning, problem-solving, and connection. Team members in this role must live within commuting distance of our Tokyo hub.

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:

• 3+ years of support experience handling email and/or chat services

• Fluent in English and native Japanese

• Understanding of Ecommerce 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 preferred

• Previous start-up experience is a plus

• Generous Time off Policy

• Health Insurance options including Medical, Dental, Vision

• Work From Home Support

• ¥140,000 home office setup allowance

• ¥20,750 monthly allowance for cell phone and internet

• ¥69,500 monthly allowance for wellness

• ¥14,000 monthly allowance for commuter expenses

• ¥693,000 annual allowance towards Childcare

• ¥2,772,000 lifetime benefit for family planning, such as adoption or fertility expenses

• 16 weeks of fully paid parental leave + one month gradual return to work (in addition to any local statutory leave allowances. Company leave allowances run concurrently with country leave requirements which take precedence).

• Pension plans

Please find our Whatnot Candidate Privacy Notice here.

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.