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 manage user relationships
Suggest ways to improve our service and streamline our processes in order to better serve our users

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

Health + Mental Wellbeing PMI and cash plan healthcare access with Bupa
Subsidised counselling and coaching with Self Space
Cycle to Work scheme with options from Evans or the Green Commute Initiative
Employee Assistance Programme (EAP) for 24/7 confidential support
Mental Health First Aiders across the business for 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
Family Life: 18 weeks of paid parental leave for full-time regular employees
IVF leave, shared parental leave, and paid emergency parent/carer leave
Learn + Grow: Budgets for conferences, learning subscriptions, and more
Mentorship and programmes to upskill employees
Your Future: Life Insurance (financial compensation of 3x your salary)
Pension matching up to 6% of qualifying earnings
Depop Extras: Employees enjoy free shipping on their Depop sales within the UK.
Special milestones are celebrated with gifts and rewards!

Community Experience Agent

Key skills