Whatnot is looking for a Customer Experience Agent to ensure our users have the best possible experience. You’ll be responsible for resolving customer issues, managing orders, and proactively improving our support processes to help customers get their products quickly.
What You'll Do
- Interact with buyers and sellers using a polite, customer-first attitude to ensure a positive experience.
- Resolve customer issues regarding payments, orders, shipments, and general questions with high quality and timeliness.
- Become an expert in the Whatnot product, processes, and systems to drive positive user outcomes.
- Work with other departments to troubleshoot, research, and resolve open questions.
- Seek out opportunities to eliminate repeat contacts and improve the overall customer experience.
What We're Looking For
- 3+ years of support experience handling email and/or chat services.
- Fluent in English and native proficiency in Japanese.
- Understanding of e-commerce and marketplace operations.
- Experience with customer-facing systems like Zendesk, Kustomer, or Intercom.
- Obsession with customers and a commitment to being customer-first.
- A proactive problem-solver and process-improver.
Nice to Have
- Knowledge of collectibles.
- A bachelor's degree.
- Previous start-up experience.
Team & Environment
You will be part of the Customer Experience team.
Benefits & Compensation
- Generous time off policy.
- Health insurance options including medical, dental, and 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 plus one month gradual return to work.
- Pension plans.
Work Mode
This is a hybrid role based in Tokyo.
Whatnot is proud to be an Equal Opportunity Employer. We value diversity and 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.
