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Customer Experience Agent, High Value Items

Whatnot
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Hybrid (Phoenix, AZ)$24/hr - $28/hrFull-timePosted 4w ago

About the role

Customer Experience High Value Items (HVI) role focused on resolving complex cases involving high-value transactions by investigating claims, determining fair outcomes, and ensuring buyers receive correct items or reimbursements. Blend of Trust & Risk investigative focus with customer-first CX mindset to uphold marketplace trust.

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, 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 CatEx 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

Qualifications

  • Weekend availability required
  • 2+ years of Support or Trust & Safety experience handling email and/or chat interactions
  • Strong investigative judgement - 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, CatEx, 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

Skills

Required:Weekend availabilityInvestigative judgmentCommunicationZendesk, Kustomer, or Intercom experience
Nice to have:Knowledge of sports/trading cards

Benefits

  • Generous Time off Policy
  • Health Insurance options including Medical, Dental, Vision
  • Work From Home Support
  • Care Benefits
  • Retirement; 401k offering for Traditional and Roth accounts in the US (employer match up to 4% of base salary) and Pension plans internationally
  • Monthly allowance to dogfood the app
  • Parental Leave
Last updated Oct 21, 2026. Interested? Apply on the company site.
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About Whatnot

Whatnot is the largest livestream shopping platform in the U.S.

Whatnot is the largest livestream shopping platform in the U.S., connecting buyers and sellers in real-time across any category – from collectibles like trading cards to comics, fashion, sneakers, and more.

marketplacee-commerce
Company profileWebsite

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