[Hiring] Customer Experience Agent, Seller @Whatnot

Role Description

The Customer Experience team is responsible for driving the best possible experience through process improvement, order management, and problem-solving. As part of this Seller Customer Experience team, you will be the primary advocate for our seller community. You will help resellers navigate the platform, resolve issues quickly, and grow their businesses on Whatnot. If something went wrong, you own making it right. You’ll deeply understand the reseller grind, including the sourcing, listings, and shipping logistics, and be the person who makes it easier.

• 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.

Qualifications

• 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).

Company Description

Whatnot is the largest live shopping platform in North America and Europe to buy, sell, and discover the things you love. Whether it's trading cards, fashion, electronics, or live plants, our sellers are building real businesses across hundreds of categories. We're building live commerce at a scale that's never been done in the West, and there's no playbook to copy. The people here are shaping how an entirely new industry develops.

• We're one of the fastest growing marketplaces.
• Recently named the #1 Best Startup Employer in America by Forbes.