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.
Job Description
Key info
- Remote role with 4 mandatory days per year at our London HQ for training, team and company events.
- Working hours: Currently 9:30am-6pm, within a contractual 7am-11pm operating window.
- Availability: Some weekend and Bank Holiday working is required.
About the role
Our Customer Experience team is here to solve the problems that matter most to our community. Our goal isn't simply to answer questions or close cases - it's to retain our users, rebuild trust when something goes wrong, and help keep our community confidently buying and selling on Depop.
As a Customer Experience Agent, you'll take ownership of some of the most complex issues our users face. Many of the cases that reach you can't be resolved through our standard support channels and may involve complex disputes, multiple users, transactional issues, sensitive circumstances or nuanced applications of our policies.
You'll investigate what has happened, work across different sources of information, apply our policies and processes thoughtfully, and use your judgement to reach a clear and complete resolution. You'll often be the final point of contact for the user, so the decisions you make - and how you communicate them - really matter.
We're looking for people who are naturally curious and confident problem-solvers. You'll need to be comfortable making well-reasoned decisions and taking ownership of an issue through to resolution, always considering the user's wider experience and what we can do to maintain their trust in Depop. You'll be part of a collaborative and supportive team, with guidance from Team Leads and colleagues when needed, while being empowered to use your own judgement and take initiative to deliver the best possible outcomes.
And your impact won't stop with the individual cases you handle. You'll develop a deep understanding of the issues affecting our community, spot patterns and emerging trends, and share insights that can help us improve our overall user experience.
What you'll do
- Own complex cases from investigation through to resolution, using sound judgement and confident decision-making to navigate nuanced issues and deliver outcomes that build trust and keep users buying and selling on Depop.
- Build expert knowledge of Depop's products, policies, processes and internal tools, and apply it thoughtfully to reach the right outcome, even when the answer isn't immediately obvious.
- Work confidently with transactional information, reviewing payments, refunds, balances, sales and transaction histories to understand what's happened and resolve disputes accurately.
- Handle sensitive and challenging interactions with empathy and professionalism, communicating decisions clearly and fairly, even in difficult circumstances.
- Collaborate across Depop when a case requires additional expertise or highlights an issue that needs wider attention.
- Spot patterns and emerging trends, proactively flagging issues that could affect our wider community and sharing insights that help improve our products, policies and processes.
- Adapt as our support environment evolves, quickly learning new tools, processes and ways of working.
What we're looking for
You don't need to have encountered every situation before. What's most important is how you approach a problem, make decisions and take ownership of the outcome.
You'll thrive in this role if:
- You're a strong problem-solver. You're curious and pragmatic, and you enjoy getting to the bottom of complicated situations rather than simply looking for the quickest answer.
- You're confident in your judgement. You can assess the information available, apply guidance thoughtfully and make a well-reasoned decision, even when a situation is nuanced or ambiguous.
- You're user and outcome-focused. You understand that a great resolution isn't just about closing a case. You think about the user's wider experience and look for solutions that build trust and help keep our community buying and selling on Depop.
- You're comfortable working with numbers. You don't need advanced maths skills, but you'll regularly work with transaction histories, payments, refunds and balances, so you should be confident checking calculations and spotting when something doesn't add up.
- You're a keen eye for detail. Whether you're reviewing a transaction history, investigating a dispute or spotting a pattern across multiple cases, you're thorough and quick to notice inconsistencies.
- You're resilient and adaptable. Our products, policies, tools and ways of working continue to evolve, and you're comfortable moving with change while maintaining a high standard of work.
- You're a clear and empathetic communicator. You can explain complex or sensitive decisions in straightforward language while remaining diplomatic and professional.
- You're comfortable learning new technology. You'll work across multiple tools and sources of information, so you should be able to pick up new systems quickly. Experience with Zendesk is a plus.
- You're fluent in spoken and written English.
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 of annual leave with the option to carry over up to 5 days
- Impact hours: Up to 2 days of 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-dependent All offices are dog-friendly
- Family Life: For birth parent: 20 weeks of paid parental leave for full-time regular employees For non-birth parents: 12 weeks of paid parental leave for full-time regular employees IVF leave, shared parental leave, and paid emergency parent/carer leave
- Learn + Grow: Twice-yearly development chats and yearly performance reviews Learning budget Upskilling our employees with company-wide training workshops, materials and resources
- Your Future: Life Insurance (financial compensation of 3x your salary) Pension matching up to 6% of full base salary with Aviva
- Depop Extras: In-office Depop Shop (that's free!) and a packing station with free delivery. Special milestones are celebrated with gifts and rewards!
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Community Experience Agent employer: Depop
DEPOP is an excellent employer that fosters a collaborative and innovative work culture, where Senior iOS Engineers can thrive while leading architecture for impactful user experiences. Located in Greater London, employees enjoy flexible working options, comprehensive healthcare access, and generous leave policies, all of which support a healthy work-life balance. With opportunities for mentorship and professional growth, DEPOP is dedicated to empowering its team members to make meaningful contributions to the secondhand fashion marketplace.
StudySmarter Expert Advice🤫
We think this is how you could land Community Experience Agent
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Depop. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Depop before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Community Experience Agent
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Depop:Your cover letter is your chance to shine! Tell us why you want to work at Depop specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Depop!
How to prepare for a job interview at Depop
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
