Customer Experience Agent
Application Deadline: May 21, 2026
Whatnot is the largest live shopping platform in North America and Europe with millions of active users buying and selling everything from trading cards and comic books to fashion, electronics, and live plants. When a buyer doesn't get what they ordered, when a shipment goes sideways, when a seller needs help resolving a dispute, you're the person who makes it right. You're not reading scripts. You're solving real problems for real people in real time across payments, orders, shipments, and everything in between. If you've done support before and you were the person your team came to when things got complicated, this is your role.
Must Haves
- 2+ years handling email and/or chat support in a dedicated customer service or CX role
- Hands-on experience with at least one ticketing platform: Zendesk, Kustomer, or Intercom
- Worked in ecommerce, a marketplace, or a platform where you were resolving order, payment, and shipping issues daily
- Available to work weekends. This is not optional
- Located in or willing to relocate within commuting distance of Phoenix, AZ
Nice to Haves
- Previous experience at a startup or high-growth company where processes were still being built
- Personal knowledge of collectibles, trading cards, sneakers, or other categories sold on Whatnot
- Experience identifying repeat contact drivers and proposing process improvements that actually got implemented
- Bachelor's degree or college coursework
Core Responsibilities
- Resolve buyer and seller issues across payments, orders, and shipments through email and chat, fast and with a human touch
- Become an expert on Whatnot's product, policies, and internal systems so you can troubleshoot independently without escalating everything
- Identify patterns in repeat contacts and work cross-functionally to eliminate root causes so the same issues stop showing up in the queue
Expectations
- Within 30 days: Fully onboarded on Whatnot's support tools, product knowledge, and ticket workflows. You're handling standard tickets independently and hitting quality benchmarks on every response
- Within 60 days: Managing your full ticket queue at target volume and resolution time. You've built a rhythm with weekend shifts and you're flagging recurring issues to your team lead with full context and proposed solutions
- Within 90 days: Consistently hitting or exceeding quality and speed targets. You've identified at least one repeat contact pattern and proposed a fix. Your team lead trusts you to handle escalations without hand-holding
Application Process
20-min initial application
Written support simulation and skills test
1-on-1 interview
Final team interview
Compensation & Benefits
- $24.04–$28.85/hour + equity
- Full health coverage including medical, dental, and vision
- 401(k) with 4% employer match
- 16 weeks paid parental leave
- Monthly wellness, cell phone, internet, and dogfooding allowances
- Home office setup stipend
- Childcare and family planning benefits
Every interaction you have with a buyer or seller on Whatnot shapes how they feel about the platform. If you want to do support work that actually matters at a company that's growing fast and building something people love, we want to hear from you.