Community Experience Agent

Company Description

Depop is the community-powered fashion marketplace to buy and sell circular fashion, with over 30 million registered users in more than 150 countries. Depop is a place for anyone to discover and celebrate their style on their own terms, and to feel good about their fashion choices by extending the lives of millions of garments.

The company was founded in 2011 and is headquartered in London with offices in Manchester and New York. Depop has approximately 400 employees dedicated to its mission of building the world’s most diverse progressive home of fashion, that’s kinder on the planet and kinder to people. In 2021, Depop became a wholly-owned subsidiary of Etsy - the global marketplace for unique and creative goods - and continues to operate as a standalone company.

Depop is an equal opportunity employer. Our mission is to build the world’s most diverse progressive home of fashion. To do this, we encourage people from underrepresented communities to apply. We celebrate diversity and are committed to creating an inclusive environment for all employees. We’re continuing to build recruitment processes that are fair and welcome requests for reasonable adjustments required throughout your interview experience with us. Depop supports visa sponsorship, sponsorship opportunities may be limited to certain roles and skillsets.

Key Dates:

• Start date: November 25th 2024

• 2-4 weeks training Monday - Friday 9:30am-6pm.

• First week of training (25th-29th November) will be held in the London HQ.

Logistics:

• You will work 37.5 hours across 5 days Monday - Sunday between 7:00am - 11:00pm

• 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

About the team:

Each day, our Community Experience team protects Depop and its users by mediating disputes, investigating issues, answering queries , and educating our thriving community.

About the role:

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.

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

This should describe you:

• 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

UK Benefits
Health + Mental Wellbeing
● Cash-plan or PMI - you have the choice of a healthcare plan that best suits you
● Subsidised counselling and coaching - we partner with Selfspace to provide you with the opportunity for a good conversation with a qualified person
● Cycle to Work scheme - choose between Evans or the Green Commute Initiative to help access a bike for your commute
● Employee Assistance Programme (EAP) - have access to a confidential support network of expert advice 24/7
● Mental Health First Aiders - we have trained individuals across the business to offer 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

Flexible Working
MyMode is our hybrid-working model, designed to empower our employees to choose a working mode that works for them. MyMode is composed of 3 working modes: Flex, Office Based and Remote.
● Flex: we'd love you to head to your nearest Depop office once a week, but feel free to work from home the rest of the week.
● Office: Want to head into the office more? No problem, you can opt to be "Office-Based", with your very own desk.
● Remote: depending on your role you can request to be a remote worker, and only head into the office 4 times per year.

All of our offices are also dog-friendly! Do your best work with your best friend.
You can also apply to work abroad for 4 weeks of the year (in UK tax treaty countries).

Family Life
● Our parental leave policies aim to support and enable parents to play equal roles in nurturing their families, in a way that is flexible and truly gender-neutral. Our full-time regular employees are eligible for 18 weeks of paid parental leave for the birth or adoption of their child. We also offer IVF leave, shared parental leave and paid emergency parent/carer leave.

Learn and Grow
● We offer budgets for conferences, learning subscriptions and more. We also sponsor and run a myriad of programmes, conferences and meet-ups to upskill our employees and enhance their journey with us.

Your Future
● Life Insurance (financial compensation of 3x your salary)
● Pension (Depop will match your contribution up to 6% of your qualifying earnings)

And finally, as a valued Depop employee we waive all of our employees’ fees when they sell on Depop so you can ship your sold items anywhere in the UK for free.