Customer Experience Agent, Seller

Role

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.

You will 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.

People Who Do Well at Whatnot

• Comfortable figuring things out as they go
• Biased toward action
• Genuinely curious about what they're building
• Care more about outcomes than credit
• Stay close to the product and the people using it

Background

• 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 to dogfood the app
• All Whatnauts are expected to develop a deep understanding of our product
• Parental Leave

EEO

We are 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.