Community Experience Agent
Community Experience Agent
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Job Description
Company Description
Depop is the communitypowered circular fashion marketplace where anyone can buy sell and discover desirable secondhand fashion. With a community of over 35 million users Depop is on a mission to make fashion circular redefining fashion consumption. Founded in 2011 the company is headquartered in London with offices in New York and Manchester and in 2021 became a whollyowned subsidiary of Etsy.Find out more at www.depop
Our mission is to make fashion circular and to create an inclusive environment where everyone is welcome no matter who they are or where theyre from. Just as our platform connects people globally we believe our workplace should reflect the diversity of the communities we serve. We thrive on the power of different perspectives and experiences knowing they drive innovation and bring us closer to our users. Were proud to be an equal opportunity employer providing employment opportunities without regard to age ethnicity religion or belief gender identity sex sexual orientation disability pregnancy or maternity marriage and civil partnership or any other protected status. Were continuously evolving our recruitment processes to ensure fairness and are open to accommodating any needs you might have.
If due to a disability you need adjustments to complete the application please let us know by sending an email with your name the role to which you would like to apply and the type of support you need to complete the application to . For any other nondisability related questions please reach out to our Talent Partners.
Key Info:
Start Date: 9th June
You will work 37.5 hours across 5 days a week MondaySunday
There will be various shift patterns across 7:00am 11:00pm including weekends
We love flexibility so this is a fully remotebased role. Youll be required to visit our London office up to 4 times per year for training team socials and company events; but youre welcome to visit more often if you prefer a more hybrid schedule!
Training will run for the first 5 weeks with the first week being held in the London HQ. The remaining training is at home with a combination of classroom training and practice time
You must be able to attend the full training
Each day our Community Experience team protects Depop and its users by mediating disputes investigating issues answering queries and educating our thriving community. As a Community Experience agent you would be responsible for resolving the most complex user queries that are often escalated to you to be the last point of contact for the user.
We require Experience team members to be exceptionally diplomatic efficient have a flair for problem resolving and encompass that all important customer service charm. We want someone who has a pragmatic approach is always open to feedback and enjoys looking for ways to improve the user experience.
If you know what goes into providing great service and know Zendesk like the back of your hand (a plus! then we want to hear from you. This role covers email and social media service channels and may include new channels in the future.
What you will accomplish
Tackle an array of user questions and issues via email and social media with other possible channels launching in the future
Deliver a high quality quick and efficient resolution for user disputes
Become an expert on our product and processes in order to provide the best possible outcome to our users
Acquire a deep knowledge of our internal tools including Zendesk in order to efficiently and effectively manager user relationships
Suggest ways to improve our service and streamline our processes in order to better serve our users
This should describe you
Fluent spoken and written English bonus points for other languages
A straightforward communicator who can explain complex information in a simple way
An incredibly diplomatic and empathetic person
A flair for problem solving using a pragmatic approach
Techliterate and able to grasp new systems and software quickly
See the bigger picture of your daytoday tasks and actively look for ways to improve the communitys experience
A flexible outlook and can work comfortably with other functions in the company
Adaptable to change and comfortable working in a fastpaced environment
Selfmotivated and have a desire to get things done even when theres noone else around
Sound judgement even under pressure
Ability to think beyond your daytoday tasks to help improve internal processes and workflows
Be approachable as youll be the goto within the company for any user support issues
Intuitive with apps and able to quickly grasp new backend systems and software including Zendesk & Google suite
Willing to work weekends and some Bank Holiday days
Reliable internet connection
Additional Information
Health Mental Wellbeing
PMI and cash plan healthcare access with Bupa
Subsidised counselling and coaching with Self Space
Cycle to Work scheme with options from Evans or the Green Commute Initiative
Employee Assistance Programme (EAP) for 24/7 confidential support
Mental Health First Aiders across the business for support and signposting
Work/Life Balance:
25 days annual leave with option to carry over up to 5 days
1 companywide day off per quarter
Impact hours: Up to 2 days additional paid leave per year for volunteering
Fully paid 4 week sabbatical after completion of 5 years of consecutive service with Depop to give you a chance to recharge or do something you love.
Flexible Working: MyMode hybridworking model with Flex Office Based and Remote options *role dependant
All offices are dogfriendly
Ability to work abroad for 4 weeks per year in UK tax treaty countries
Family Life:
18 weeks of paid parental leave for fulltime regular employees
IVF leave shared parental leave and paid emergency parent/carer leave
Learn Grow:
Budgets for conferences learning subscriptions and more
Mentorship and programmes to upskill employees
Your Future:
Life Insurance (financial compensation of 3x your salary)
Pension matching up to 6 of qualifying earnings
Depop Extras:
Employees enjoy free shipping on their Depop sales within the UK.
Special milestones are celebrated with gifts and rewards!
Required Experience:
Unclear Seniority
Employment Type
Full-Time
