Customer Experience Agent

About Whatnot

Whatnot is a leading live shopping marketplace operating across North America and Europe, where people can buy, sell, and discover products they care about. Sellers on the platform are building real businesses in categories such as trading cards, fashion, electronics, and live plants. The company is helping define live commerce in the West at a scale that has not been achieved before, and its teams are contributing to the growth of an entirely new industry.

The organization works as a remote-first, co-located team with hubs in the US, UK, Ireland, Poland, Germany, and Australia. It moves quickly, stays close to users, and prioritizes work that creates the greatest impact. Whatnot has also been recognized by Forbes as the #1 Best Startup Employer in America.

Role Overview

The Customer Experience team is focused on improving the user journey through process enhancement, order handling, and effective problem-solving. In this role, you will help ensure customers receive the items they ordered as quickly as possible and that any issues are addressed thoroughly and fairly.

What You Will Do

• Communicate with buyers and sellers in a customer-first manner to create a positive support experience.
• Handle questions and issues related to payments, orders, shipping, and general account support with speed and care.
• Develop strong expertise in Whatnot’s products, workflows, and internal systems to improve user outcomes.
• Partner with cross-functional teams to investigate, troubleshoot, and resolve open issues.
• Identify ways to reduce repeat contacts and strengthen the overall customer experience.

Work Setup

This position offers flexibility to work from home or from one of the company’s global office hubs. In-person collaboration is still valued for planning, problem-solving, and relationship-building. Team members in this role must be based within commuting distance of the Dublin hub.

What the Company Looks For

Successful team members tend to be resourceful, action-oriented, curious, and comfortable figuring things out along the way. The role suits someone who values outcomes over recognition and stays close to both the product and the people using it.

Requirements

• At least 2 years of support experience working with email and/or chat-based customer service.
• Availability to work weekends.
• Strong command of English.
• Ability to speak a second language is preferred, especially French, German, or Dutch.
• Working knowledge of e-commerce and marketplace operations.
• Familiarity with customer support platforms such as Zendesk, Kustomer, or Intercom.
• Strong customer-first mindset and commitment to service quality.
• Proactive approach to solving problems and improving processes.
• Exposure to collectibles is an added advantage.
• Bachelor’s degree is preferred.
• Prior startup experience is a plus.

Benefits

• Generous holiday and time-off policy.
• Health insurance options covering medical, dental, and vision.
• Support for work-from-home setup.
• Home office setup allowance.
• Monthly support for phone and internet costs.
• Care-related benefits.
• Monthly wellness allowance.
• Annual childcare allowance.
• Lifetime benefit support for family planning expenses such as adoption or fertility care.
• Retirement benefits, including a 401(k) with traditional and Roth options in the US and pension plans internationally; US employer match up to 4% of base salary.
• Monthly allowance to use the app and experience the product firsthand.
• Employees are expected to develop a deep understanding of the platform by using Whatnot as both a buyer and seller.
• Parental leave support, including 16 weeks of paid parental leave plus one month of gradual return to work.

Equal Opportunity Statement

Whatnot is an equal opportunity employer and welcomes applicants from all backgrounds. Employment decisions are made without regard to protected characteristics under local law, including race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, parental status, disability status, or other protected statuses. The company believes diversity strengthens both the work and the culture.

Compensation

The salary range for this role is €35,000 to €42,500 per year.

Additional Notes

Applicants should note that the company expects team members to build product understanding through regular use of the marketplace as both a buyer and a seller. This role requires weekend availability and a commute-friendly location relative to the Dublin hub.