Community Experience Agent London, England
Job description
Depop is the community-powered fashion marketplace to buy and sell unique fashion, with over 30 million registered users in more than 150 countries. Depop is a place for anyone to discover and celebrate their style on their own terms, and to feel good about their fashion choices by extending the lives of millions of garments.
The company was founded in 2011 and is headquartered in London with offices in Manchester and New York. Depop has approximately 400 employees dedicated to its mission of building the world’s most diverse progressive home of fashion, that’s kinder on the planet and kinder to people. In 2021, Depop became a wholly-owned subsidiary of Etsy - the global marketplace for unique and creative goods - and continues to operate as a standalone company.
Depop is an equal opportunity employer. Our mission is to build the world’s most diverse progressive home of fashion. To do this, we encourage people from underrepresented communities to apply. We celebrate diversity and are committed to creating an inclusive environment for all employees. We’re continuing to build recruitment processes that are fair and welcome requests for reasonable adjustments required throughout your interview experience with us. Depop supports visa sponsorship, sponsorship opportunities may be limited to certain roles and skillsets.
The Role
Key Dates:
- 9th May start date. Training commences Monday - Friday 9:30am-6pm
Logistics:
- You will work 37.5 hours across 5 days Monday - Sunday between 7:00am - 11:00pm
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There will be various shift patterns across 7:00am - 11:00pm including weekends
UK, Remote - Salary: £24,000
Each day, our Community Experience team protects Depop and its users by mediating disputes, investigating fraud, answering any queries and educating its thriving community. As an Experience Executive, you would be responsible for investigating, communicating, mediating and resolving any incoming reports, from misconduct to scammers, ensuring users feel as supported as possible.
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 and is always open to feedback, and looking for ways to improve things - part of our recent focus is moving to provide live chat to users.
If you know what goes into providing great service and you get a kick out of it (preferably within the start-up world) and know Zendesk like the back of your hand (a plus!) then we want to hear from you. This role will cover all aspects of our team, including social and email support.
This is a remote role and an integral part of the team. You will be remote working but will be required to come to the London Office on occasion for training, team socials and company-wide events.
Requirements
- Fluent spoken and written English, bonus points for other languages
- Sound judgement, even under pressure
- Work comfortably and efficiently with other functions in the company
- 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
- You must be adaptable to change, as we are super fast paced
- Willing to work weekends and some Bank Holiday days
- Reliable internet connection
Additional Information
Benefits
Health + Mental Wellbeing
- Cash-plan or PMI - you have the choice of a healthcare plan that best suits you
- Subsidised counselling and coaching - we partner with Selfspace to provide you the opportunity for a good conversation with a qualified person
- Cycle to Work scheme - choose between Evans or the Green Commute Initiative to help access a bike for your commute
- Employee Assistance Programme (EAP) - have access to a confidential support network of expert advice 24/7
- Mental Health First Aiders - we have trained individuals across the business to offer support and signposting
Work/Life balance
- 25 days annual leave with the option to carryover up to 5 days
- 1 company-wide day off per quarter, for you to take some time for yourself and decompress
- 2 activism days per year for you to use for volunteering, demonstrations or internal initiatives
- We offer sabbaticals for our long serving employees.
Flexible Working
We’re Flexa® accredited, meaning we offer genuinely flexible working;
- We'd love you to head to your nearest Depop office once a week, but feel free to work from home the rest of the week!
- Want to head into the office more? No problem, you can opt to be "Office-Based", with your very own desk.
- Do you do your best work from home? You can also request to be a remote worker, and only head into the office 4 times per year *role dependent
- In the office, we provide healthy snacks, tea and coffee and the occasional surprise treats!
- All of our offices are also dog-friendly! Do your best work with your best friend.
- Apply to work abroad 4 weeks of the year (in UK tax treaty countries)
Family Life
- Maternity + Paternity Leave, plus adoption leave, IVF leave, shared parental leave + paid emergency parent/carer leave
Learn and Grow
- We offer a personal learning budget for every employee and also sponsor and run a myriad of programmes, conferences and meet-ups to upskill our employees and enhance their journey with us.
Your Future
- Life Insurance (financial compensation of 3x your salary)
- Pension (Depop will match your contribution up to 6% of your qualifying earnings)
And finally, as a valued Depop employee We waive all of our employees’ fees when they sell on Depop and also ship your sold items anywhere in the UK for free using our team’s account
