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. Find out more atwww.depop.com

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.

Job Description

Key Info:

• We strive to support a stable work-life balance for our team. While current operating hours for this role are 9:30 am – 6:00 pm, the contract covers a wider 7am – 11pm window. This ensures we can adapt to changing business demands and provide a truly flexible working environment.

• UK, Remote or Hybrid

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.

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 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

• 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!