Customer Experience Agent, High Value Items

Whatnot
Phoenix
Workplace: OnsiteFull timeUSD 24.04 - 28.85 hourlyFunction: Customer Success & Account ManagementSkills: ["Investigative judgment","Collaboration","Critical thinking","Empathetic communication","Adaptability"]

Resolve complex high-value transaction cases for the Customer Experience High Value Items team. Investigate missing/incorrect item claims end-to-end, determine fair market value for accurate reimbursement decisions, and manage queues while meeting quality and SLA standards. Provide empathetic support to buyers and sellers, escalate urgent or high-visibility cases, and collaborate with Trust & Risk and other teams to act as Incident Commander when needed.

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FursaFursa
Whatnot
Whatnot
5 months ago

Customer Experience Agent, High Value Items

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Source: Company careers pageValidated by: Fursa AI
Last checked: 59 minutes agoStatus: Live

Job Summary

Resolve complex high-value transaction cases for the Customer Experience High Value Items team. Investigate missing/incorrect item claims end-to-end, determine fair market value for accurate reimbursement decisions, and manage queues while meeting quality and SLA standards. Provide empathetic support to buyers and sellers, escalate urgent or high-visibility cases, and collaborate with Trust & Risk and other teams to act as Incident Commander when needed.
Location: Phoenix
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Mid level

Key Responsibilities

  • •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 in sensitive, high-stakes scenarios.
  • •Escalate billbacks, managed-seller updates, or urgent user actions and collaborate on escalated/SEV cases, acting as Incident Commander when necessary.

Pay and Benefits

Salary: USD 24.04 - 28.85 hourly
Perks:Health InsuranceDentalVisionRemote Work401kPensionParental LeaveChildcare

Key Requirements

  • •2+ years of Support or Trust & Safety experience handling email and/or chat interactions.
  • •Strong investigative judgment to assess incomplete or conflicting information and make fair decisions balancing speed, accuracy, and risk.
  • •Excellent collaboration skills working with TnR, CatEx, Policy, and CX to align on outcomes and consistency.
  • •Ability to think critically and adapt beyond standard SOPs for unique or high-visibility cases.
  • •Weekend availability required.
Experience:E-commerceMarketplaceTrust & safetyFraud operationsPayment processors
Skills:Investigative judgmentCollaborationCritical thinkingEmpathetic communicationAdaptability
Tech Stack:ZendeskKustomerIntercom

Company Brief

Whatnot
Whatnot is a live-stream shopping marketplace connecting sellers and collectors for trading cards, toys, and collectibles. The platform hosts live auctions and interactive streams, enabling creators and small businesses to sell directly to engaged communities.
Industry: Online Marketplaces
Company Size: Large (251 to 1,000 employees)
Growth: Scaleup
Valuation: Unicorn (USD 1B+)
Funding: Series D
Headquarters: United States
Founded: 2019
WebsiteLinkedIn