Welcome to Whatnot – Shaping the Future of Live Shopping
Whatnot is not just another e‑commerce platform; we are pioneering the next generation of live‑stream shopping where community, entertainment, and commerce intersect. Backed by industry‑leading investors such as Andreessen Horowitz, Y Combinator, and Capital G, we have become the fastest‑growing marketplace in the United States over the past two years. Our vibrant ecosystem brings together collectors, creators, and enthusiasts across categories like sports memorabilia, fashion, video games, and streetwear. By combining rigorous seller vetting with a deep commitment to community, we create a safe, exciting, and trustworthy space for buyers and sellers to share their passions.
Why Join Our Remote‑First Team?
We are a remote‑first organization with strategic hubs across the United States, Canada, the United Kingdom, Ireland, and Germany. This model enables us to attract top talent worldwide while fostering a flexible, inclusive, and collaborative culture. As a member of the Customer Experience team, you will be at the heart of our mission: delivering a seamless, delight‑filled journey for every user who steps onto the Whatnot platform.
Role Overview – Customer Experience Specialist
As a Customer Experience Specialist, you will champion the voice of our customers, ensuring that every interaction reflects our “customer‑first” ethos. Your daily work will involve troubleshooting order issues, guiding users through payment and shipment processes, and proactively identifying opportunities to improve the overall experience. You will collaborate cross‑functionally with product, operations, and engineering teams to resolve complex problems and to drive continuous process enhancements.
Core Responsibilities
- Customer Advocacy: Respond to buyer and seller inquiries via email, chat, and ticketing systems with empathy, professionalism, and urgency.
- Issue Resolution: Diagnose and resolve problems related to payments, order fulfillment, shipments, refunds, and account inquiries, aiming for first‑contact resolution whenever possible.
- Process Optimization: Identify repeat‑contact patterns, propose workflow improvements, and partner with internal teams to implement automation that reduces friction.
- Product Expertise: Become a subject‑matter expert on Whatnot’s platform, features, and policies, enabling you to provide accurate guidance and to act as a knowledge resource for teammates.
- Cross‑Functional Collaboration: Work closely with product managers, engineers, and operations to troubleshoot technical issues, share customer insights, and drive product enhancements.
- Community Engagement: Contribute to the creation of self‑help resources, FAQs, and best‑practice guides that empower both buyers and sellers within the community.
- Performance Metrics: Track key performance indicators (KPIs) such as response time, resolution time, customer satisfaction (CSAT) scores, and Net Promoter Score (NPS) to continuously raise the bar.
- Shift Flexibility: Provide coverage during weekends and peak live‑stream events to ensure uninterrupted support when our community is most active.
Essential Qualifications
- Minimum 2 years of hands‑on support experience handling email, chat, or ticket‑based customer interactions.
- Demonstrated ability to navigate and resolve complex e‑commerce issues, particularly around payments, order lifecycle, and shipping logistics.
- Proficiency with modern customer‑service platforms such as Zendesk, Kustomer, Intercom, or similar tools.
- Strong written communication skills with a knack for translating technical details into clear, friendly language.
- Weekend availability and willingness to work flexible hours aligned with live‑stream schedules.
- Evidence of a growth mindset, low ego, and a proactive, “get‑it‑done” attitude.
- Passion for delivering exceptional customer experiences and a genuine “customer‑first” philosophy.
Preferred Qualifications & Nice‑to‑Haves
- Bachelor’s degree or equivalent college experience, preferably in business, communications, or a related field.
- Prior experience in a fast‑growing start‑up environment, especially within the e‑commerce, marketplace, or live‑stream domains.
- Familiarity with collectibles, fashion, gaming, or sports memorabilia markets—a passion that aligns with Whatnot’s core categories.
- Exposure to data‑driven decision‑making tools (e.g., SQL, Looker, or Tableau) for analyzing support trends.
- Experience contributing to knowledge‑base creation, training new agents, or leading process‑improvement initiatives.
Key Skills & Competencies for Success
- Empathy & Active Listening: Ability to understand customer emotions and respond with genuine care.
- Analytical Thinking: Quickly diagnose root causes of issues and recommend practical solutions.
- Multitasking & Organization: Effectively manage multiple tickets while maintaining high accuracy.
- Technical Fluency: Comfort navigating SaaS tools, CRM platforms, and internal dashboards.
- Adaptability: Thrive in a rapidly changing environment where priorities shift with live‑stream event calendars.
- Collaboration: Build strong relationships across product, engineering, and operations to champion customer needs.
- Continuous Learning: Stay current on e‑commerce trends, marketplace policies, and emerging support technologies.
Career Growth & Learning Opportunities
At Whatnot, we view every team member as a future leader. As a Customer Experience Specialist, you will have access to a robust learning ecosystem that includes:
- Mentorship Programs: Pairing with senior leaders and seasoned support veterans to accelerate skill development.
- Internal Mobility: Clear pathways to transition into roles such as Customer Success Manager, Operations Analyst, or Product Specialist.
- Professional Development Stipends: Annual budget for certifications, conferences, and online courses related to customer support, data analytics, or e‑commerce strategy.
- Leadership Track: For high‑performing agents, a fast‑track into People‑Management or Process‑Improvement leadership positions.
- Cross‑Department Projects: Opportunities to join task forces that shape product roadmap based on direct customer feedback.
Work Environment & Company Culture
Our culture is defined by curiosity, inclusivity, and a relentless focus on impact. As a remote‑first company, we provide:
- Distributed Collaboration: Regular virtual coffee chats, cross‑time‑zone stand‑ups, and quarterly in‑person meet‑ups at our global hubs.
- Diversity & Inclusion: An unwavering commitment to creating a workspace where every voice is heard and valued.
- Flexibility: Autonomy to design your own workday while meeting the needs of our live‑stream schedule.
- Transparent Communication: Open‑door leadership, town‑hall meetings, and real‑time dashboards that keep everyone aligned.
- Fun & Community: Virtual game nights, themed Slack channels, and celebration of cultural holidays across our global team.
Compensation, Perks & Benefits
We offer a competitive hourly rate that reflects experience and expertise, paired with a comprehensive benefits package designed to support both personal and professional well‑being.
- Hourly Salary: $24.04 – $28.85 per hour, with the final rate determined by experience, skill set, and level.
- Equity Participation: Opportunity to earn stock options, aligning your success with the company’s growth.
- Flexible Time‑Off: Unlimited vacation policy combined with paid holidays for company‑wide celebrations.
- Health Coverage: Medical, dental, and vision plans with multiple plan options to suit differing needs.
- Remote Work Support: Home‑office setup allowance, monthly stipend for high‑speed internet and a cell‑phone plan.
- Wellness & Lifestyle: Monthly allowances for food, fitness, and mental‑health resources; dog‑care stipend for pet owners.
- Family Benefits: Paid parental leave (up to 16 weeks), childcare subsidies, and lifetime support for adoption or fertility expenses.
- Retirement Savings: 401(k) with employer match up to 4% of salary, plus international pension options for eligible regions.
- Learning & Development: Access to internal training portals, external workshops, and a yearly professional‑development budget.
Application Process & Next Steps
If you are excited about shaping the future of live‑shopping and thrive in a fast‑paced, community‑centric environment, we want to hear from you. Follow these steps to apply:
- Prepare an up‑to‑date resume highlighting relevant support experience and any start‑up or collectibles background.
- Write a concise cover letter explaining why you’re passionate about Whatnot’s mission and how your skill set aligns with the role.
- Submit your application through our online portal. You will receive an automated confirmation and next‑step instructions within 24 hours.
- Successful candidates will be invited to a virtual interview series, including a skills assessment, a cultural fit discussion, and a functional interview with senior members of the Customer Experience team.
Ready to Make an Impact?
Join a team where every day presents a new opportunity to delight collectors, creators, and shoppers worldwide. Let’s build the future of live commerce together—one satisfied customer at a time.
Equal Opportunity Statement
Whatnot is proud to be an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, age, or any other characteristic protected by law.
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