Customer Experience Agent, Value Items

Join the Future of Commerce with Whatnot!

Whatnot is the largest livestream shopping platform in North America and Europe to buy, sell, and discover the things you love. Whether it's trading cards, fashion, electronics, or live plants, our sellers are building real businesses across hundreds of categories. We're building live commerce at a scale that's never been done in the West, and there's no playbook to copy. The people here are shaping how an entirely new industry develops.

As a remote co-located team, we're inspired by our values and anchored in hubs across the US, UK, Ireland, Poland, Germany, and Australia. We move fast, stay close to our users, and focus on the work that drives the most impact.

We're one of the fastest growing marketplaces and were recently named the #1 Best Startup Employer in America by Forbes. Check out the latest Whatnot updates on our news and engineering blogs and join us as we enable anyone to turn their passion into a business and bring people together through commerce.

The Customer Experience High Value Items (HVI) team is a group of customer experience agents focused on resolving complex cases involving high-value transactions. You’ll investigate claims where buyers report missing or incorrect items, work closely with sellers to determine fair outcomes, and ensure buyers receive the correct item or appropriate reimbursement.

This role blends the investigative focus of Trust & Risk with the customer-first mindset of customer experience to uphold trust and deliver fair, consistent experiences across our marketplace.

• Investigate complex high-value item cases end-to-end to ensure fair and timely resolutions
• Determine fair market value for missing or incorrect items to support accurate reimbursement decisions
• Work efficiently through assigned queues and backlogs while maintaining quality and SLA standards
• Provide thoughtful, empathetic support to buyers and sellers, ensuring both parties feel heard and informed
• Escalate billbacks, managed-seller updates, or urgent user actions to the appropriate manager or Slack channel
• Collaborate with Cat Ex and TnR on escalated or SEV cases, acting as Incident Commander when necessary
• Identify trends in claims, item categories, or seller behavior to proactively reduce risk and improve processes

We offer flexibility to work from home or from one of our global office hubs, and we value in-person time for planning, problem-solving, and connection. Team members in this role must live within commuting distance of our Phoenix hub.

• Weekend availability required.
• 2+ years of Support or Trust & Safety experience handling email and/or chat interactions.
• Strong investigative judgment - able to assess incomplete or conflicting information, surface key evidence, and make sound, fair decisions balancing speed, accuracy, and risk.
• Excellent collaboration skills; works effectively with TnR, Cat Ex, Policy, and CX to align on outcomes and ensure consistency across teams.
• Ability to think critically and adapt beyond standard SOPs for unique or high-visibility cases.
• Clear, empathetic communicator comfortable navigating sensitive, high-stakes scenarios while maintaining professionalism and trust.
• Experience with social media, parcel delivery, marketplace sellers, vendors, payment processors and/or fraud operations.
• Understanding of E-commerce and Marketplace operations.
• Experience with customer-facing systems like Zendesk, Kustomer, or Intercom.
• Knowledge of sports cards and trading cards is a plus.

• Generous Time off Policy
• Health Insurance options including Medical, Dental, Vision
• Work From Home Support
  • Home office setup allowance
  • Monthly allowance for cell phone and internet
• Care Benefits
  • Monthly allowance for wellness
  • Annual allowance towards Childcare
  • Lifetime benefit for family planning, such as adoption or fertility expenses
• Retirement; 401k offering…