Community Experience Agent

Company Description

Depop is the community-powered 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 wholly-owned subsidiary of Etsy.

Our mission is to make fashion circular and to create an inclusive environment where everyone is welcome, no matter who they are or where they’re 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. We’re 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. We’re 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 adjustments@depop.com. For any other non-disability related questions, please reach out to our Talent Partners.

Key Dates & Logistics

Employment Type: Full time

Key Dates:

• Start Date: November 3rd
• First week of training (Monday 3rd-Friday 7th): 9:30 AM - 6:00 PM in the London HQ
• Week 2 onwards training: Remote

Logistics:

• You will work 37.5 hours across 5 days, Monday - Sunday, between 7:00 AM - 11:00 PM.
• There will be various shift patterns across 7:00 AM - 11:00 PM, including weekends.
• UK based.

Please note: we’re only able to progress applications that align with the key dates and logistics outlined above. If this opportunity isn’t the right fit at the moment, we hope to connect again in the future!

Role Description

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.

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.

About You

• Fluent spoken and written English, bonus points for other languages.
• A straightforward communicator, who...