Depop

Community Experience Agent

Depop

full-time

Posted on:

Location Type: Hybrid

Location: United Kingdom

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About the role

  • 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 manage user relationships
  • Suggest ways to improve our service and streamline our processes in order to better serve our users

Requirements

  • 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
  • Tech-literate, and able to grasp new systems and software quickly
  • See the bigger picture of your day-to-day tasks, and actively look for ways to improve the community’s experience
  • A flexible outlook and can work comfortably with other functions in the company
  • Adaptable to change, and comfortable working in a fast-paced environment
  • Self-motivated and have a desire to get things done, even when there’s no-one else around
  • Sound judgement, even under pressure
  • Ability to think beyond your day-to-day tasks to help improve internal processes and workflows
  • Be approachable, as you’ll be the ‘go-to’ 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
Benefits
  • 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 company-wide 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 hybrid-working model with Flex, Office Based, and Remote options *role dependant
  • All offices are dog-friendly
  • Ability to work abroad for 4 weeks per year in UK tax treaty countries
  • Family Life: 18 weeks of paid parental leave for full-time 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!
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Soft Skills
diplomaticempatheticproblem solvingpragmaticflexibleadaptableself-motivatedsound judgementapproachableeffective communication