Customer Experience Agent, High Value Items

Whatnot is the largest livestream shopping platform in North America and Europe to buy, sell, and discover the things you love. Whether it's trading cards, fashion, electronics, or live plants, our sellers are building real businesses across hundreds of categories. We're building live commerce at a scale that's never been done in the West, and there's no playbook to copy. The people here are shaping how an entirely new industry develops.

As a remote co-located team, we're inspired by our values and anchored in hubs across the US, UK, Ireland, Poland, Germany, and Australia. We move fast, stay close to our users, and focus on the work that drives the most impact.

We're one of the fastest growing marketplaces and were recently named the #1 Best Startup Employer in America by Forbes. Check out the latest Whatnot updates on our news and engineering blogs and join us as we enable anyone to turn their passion into a business and bring people together through commerce.

The Customer Experience High Value Items (HVI) team, is a group of customer experience agents focused on resolving complex cases involving high-value transactions. You’ll investigate claims where buyers report missing or incorrect items, work closely with sellers to determine fair outcomes, and ensure buyers receive the correct item or appropriate reimbursement.

This role blends the investigative focus of Trust & Risk with the customer-first mindset of customer experience to uphold trust and deliver fair, consistent experiences across our marketplace.

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