Key Logistics:
* Start Date: 10th March 2025
* You will work 37.5 hours across 5 days Monday - Sunday between 7:00am - 11:00pm
* There will be various shift patterns across 7:00am - 11:00pm including weekends
* This is a fully remote role but training will run in the London HQ for the first 1-week (10th March-28th March)
Applications will close on the 22nd January
The Role:
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 will 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 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 phenomenal 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.
We love flexibility, so this is a fully remote-based role. You'll be required to visit our London office up to 4 times per year for training, team socials and company events; but you're welcome to visit more often if you prefer a more hybrid schedule.
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 manage 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
* 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
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 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!
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