At a Glance
- Tasks: Help users by resolving complex queries via email and social media.
- Company: Join Depop, a vibrant platform connecting buyers and sellers in a unique community.
- Benefits: Enjoy remote work flexibility, 25 days leave, and health perks like counselling and wellness support.
- Other info: Work from anywhere with occasional London office visits for training and socials.
- Why this job: Be part of a dynamic team that values user experience and offers opportunities for personal growth.
- Qualifications: Fluent English, problem-solving skills, and tech-savvy; Zendesk experience is a plus.
Key Dates:
- Start Date: November 3rd
- First week of training (Monday 3rd-Friday 7th): 9:30-6pm in the London HQ
- Week 2 onwards training is remote
- You will work 37.5 hours across 5 days Monday - Sunday between 7:00am - 11:00pm
- There will be various shift patterns across 7:00am - 11:00pm including weekends
- UK based
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
- 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! #J-18808-Ljbffr
Community Experience Agent employer: Depop
Depop is an exceptional employer that prioritises employee well-being and growth, offering a flexible working environment with a hybrid model that allows for remote work while fostering a strong community through regular in-person events at our London HQ. With generous benefits such as 25 days of annual leave, a fully paid sabbatical after five years, and comprehensive health support, we empower our Community Experience Agents to thrive both personally and professionally in a dynamic and supportive culture.
StudySmarter Expert Advice🤫
We think this is how you could land Community Experience Agent
✨Tip Number 1
Familiarise yourself with Zendesk, as it's a key tool for this role. Consider taking an online course or watching tutorials to get comfortable with its features and functionalities.
✨Tip Number 2
Brush up on your customer service skills by engaging in role-playing scenarios with friends or family. This will help you practice handling complex queries and disputes diplomatically.
✨Tip Number 3
Stay updated on community management trends and best practices. Follow relevant blogs or forums to understand what makes a great user experience and how to implement those strategies.
✨Tip Number 4
Prepare to discuss your adaptability and problem-solving skills during the interview. Think of specific examples from your past experiences where you successfully navigated challenges in a fast-paced environment.
We think you need these skills to ace Community Experience Agent
Some tips for your application 🫡
Understand the Role:Read the job description thoroughly to grasp the responsibilities and requirements of a Community Experience Agent. Highlight your relevant experience in customer service and problem-solving in your application.
Tailor Your CV:Customise your CV to reflect the skills and experiences that align with the role. Emphasise your diplomatic communication style, tech-savviness, and any experience with Zendesk or similar tools.
Craft a Compelling Cover Letter:Write a cover letter that showcases your passion for community engagement and your ability to handle complex user queries. Use specific examples from your past experiences to demonstrate your problem-solving skills and adaptability.
Highlight Flexibility and Availability:Make sure to mention your willingness to work flexible hours, including weekends and bank holidays, as well as your ability to adapt to remote working conditions. This aligns with the company's logistics and expectations.
How to prepare for a job interview at Depop
✨Showcase Your Problem-Solving Skills
As a Community Experience Agent, you'll need to demonstrate your ability to resolve complex user queries. Prepare examples from your past experiences where you successfully tackled difficult problems, highlighting your diplomatic approach and efficiency.
✨Familiarise Yourself with Zendesk
Since knowledge of Zendesk is a plus for this role, make sure to brush up on its features and functionalities. If you have experience using it, be ready to discuss how you've utilised it to enhance customer service in previous roles.
✨Emphasise Your Communication Skills
The role requires clear and straightforward communication. Practice explaining complex information in simple terms, as this will be crucial when dealing with user disputes. Consider doing mock interviews to refine your delivery.
✨Demonstrate Flexibility and Adaptability
With the role requiring weekend work and adaptability to change, be prepared to discuss how you've successfully managed shifting priorities in fast-paced environments. Share specific instances where your flexible outlook led to positive outcomes.
