Whatnot
Customer Experience Agent, High Value Items
Phoenix, AZ · Full-time · Posted Oct 2, 2026
- Experience
- 2+ years of Support or Trust & Safety experience handling email and/or chat interactions.
About the job
Investigates complex high-value marketplace claims, determines fair resolutions and reimbursements, and supports buyers and sellers while helping reduce risk and improve processes.
What you'll do
- Investigate high-value item claims and assess fair market value to guide reimbursement decisions.
- Resolve cases efficiently while meeting quality and SLA standards and communicating empathetically with buyers and sellers.
- Escalate urgent or severe cases, collaborate across teams, and identify trends to reduce risk and improve processes.
What they ask for
- Weekend availability.
- 2+ years of Support or Trust & Safety experience handling email and/or chat interactions.
- Strong investigative judgment, collaboration, critical thinking, and clear, empathetic communication.
- Must live within commuting distance of the Phoenix hub.
Nice to have
- Experience with social media, parcel delivery, marketplace sellers, vendors, payment processors, or fraud operations; understanding of E-commerce and Marketplace operations.
- Experience with Zendesk, Kustomer, or Intercom; knowledge of sports cards and trading cards is a plus.
Tools
Zendesk, Kustomer, Intercom, Slack
Model-written summary · the original posting is authoritative