Community Experience Agent, Depop

• 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

• Start date: November 27th 2023
• 2-4 weeks training Monday - Friday 9:30am-6pm
• You will work 37.5 hours across 5 days Monday - Sunday between 7:00am - 11:00pm
• There will be various shift patterns across 7:00am - 11:00pm including weekends
• Each day, the Community Experience team protects Depop and its users by mediating disputes, investigating issues, answering questions and educating our thriving community of buyers and sellers
• As a Community Experience Agent, you will work directly with our community answering their questions, investigating and mediating disputes, and resolving incoming reports
• You will be there to ensure they are safe and supported while using Depop
• 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
• Report directly to a Community Experience Team Lead
• Work with the Community Experience team

• 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
• 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
• 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
• 25 days annual leave with the option to carry over up to 5 days
• 1 company-wide day off per quarter, for you to take some time for yourself and decompress
• 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
• We’re Flexa® accredited, meaning we offer genuinely flexible working
• Life Insurance (financial compensation of 3x your salary)
• Pension (Depop will match your contribution up to 6% of your qualifying earnings)

Total funding: $100.6m

The re-sale market across everyday clothing, collectables and luxury is growing. One driving force of this is that people care more about sustainability and are therefore buying second-hand goods. This has resulted in a fast growing market with plenty of opportunity.