Support clients by managing requests and monitoring system performance at OKTO PAYMENTS. Collaborate with internal teams to resolve complex issues and drive process improvement.
About the role
- Customer Experience Agent responsible for resolving customer inquiries and enhancing user experience on Whatnot platform. Engage with buyers and sellers while ensuring timely support and solutions.
Responsibilities
- Interact with buyers and sellers with a customer first attitude ensuring a positive experience
- Resolve all customer issues regarding payments, orders, shipments and general questions with a high quality, and in a timely manner
- Become an expert in the Whatnot product, processes and systems to drive positive outcomes for our users
- Work with other departments to troubleshoot, research and resolve open questions
- Seek out opportunities to eliminate repeat contacts and improve the overall customer experience
Requirements
- 2+ years of support experience handling email and/or chat services.
- Weekend availability required
- Fluent in English
- Secondary language preferred, in particular French, German, or Dutch
- Understanding of Ecommerce and Marketplace operations
- Experience with Customer facing systems like Zendesk, Kustomer, or Intercom.
- Obsession with customers / being customer first / serving customers
- Proactive problem-solver and process-improver
- Knowledge of Collectibles is a plus
- Bachelor's degree preferred
- Previous start-up experience is a plus
Benefits
- Generous Holiday and 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 for wellness
- Annual allowance towards Childcare
- Lifetime benefit for family planning, such as adoption or fertility expenses
- Pension plans internationally
- Monthly allowance to dogfood the app
- Parental Leave
- 16 weeks of paid parental leave + one month gradual return to work *company leave allowances run concurrently with country leave requirements which take precedence.
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