• Map the student journey and develop strategies to ensure a positive and memorable experience at every stage of the relationship with the product. • Create communication cadences tailored to each stage of the student journey, with strong command of copywriting and storytelling techniques. • Communicate with students via WhatsApp and email. • Monitor metrics such as satisfaction, class attendance, and repurchase, using tools like satisfaction surveys, NPS (Net Promoter Score), and data analysis. • Proactively seek solutions to prevent student dissatisfaction and ensure their satisfaction. • Propose and implement solutions to optimize the customer journey and increase LTV (lifetime value), including improvements to products, services, support, and communications. • Drive student delight by planning and executing initiatives in collaboration with other departments across the company. • Conduct research, analyze data, and engage with students to understand their expectations and needs. • Act as a bridge between students and internal teams such as Product, Marketing, and Sales, collecting feedback and recommending improvements.

• Takes incoming calls from customers concerning post purchase related issues or concerns, including returning product, tracking orders, cancellations, etc. • Displays professional, courteous demeanor when handling customer calls. • Provides prompt, efficient service for all customer inquiries. • Efficiently enters and processes customer requests. • Answers questions and educates customers around policies & procedures. • Continues education and improves knowledge through company sponsored programs and training. • Notifies Customer Service Leadership of trends or problems encountered. • Meets performance expectations of the position regarding customer service quality, productivity, and availability. • Upholds first touch resolution (FTR) standards. • Participates in special projects and performs other duties as assigned by management.

🚀 Join the Future of Commerce with Whatnot!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. 💻 RoleThe Customer Experience team is responsible for driving the best possible user experience through process improvement, order management, and problem solving. As part of this team you will be tasked with doing anything possible to make sure our customers get the product they ordered as fast as possible. And if something went wrong, you are ensuring that we are doing everything possible to make it right. - Interact with buyers and sellers with a customer first attitude ensuring a positive experience - Resolve all customer issues regarding payments, orders, shipments and general questions with a high quality, and in a timely manner - Become an expert in Whatnot’s product, processes and systems to drive positive outcomes for our users - Work with other departments to troubleshoot, research and resolve open questions - Seek out opportunities to eliminate repeat contacts and improve the overall customer experience We offer flexibility to work from home or from one of our global office hubs, and we value in-person time for planning, problem-solving, and connection. Team members in this role must live within commuting distance of our Phoenix, AZ hub. 👋 YouPeople who do well at Whatnot tend to be comfortable figuring things out as they go, biased toward action, and genuinely curious about what they're building. They care more about outcomes than credit and stay close to the product and the people using it. A hungry individual looking to jump start their career in a fast paced environment. Someone willing to take on any role or task, learn new skills and be a part of building a great company. A customer service mentality with passion to reach the best possible outcome. Here’s what we’re hoping to see in your background: - Weekend availability required. - 2+ years of Support experience handling email and/or chat services. - Understanding of Ecommerce and Marketplace operations. - Experience with Customer facing systems like Zendesk, Kustomer, or Intercom. - Obsession with customers / being customer first / serving customers. - Proactive problem-solver and process-improver. - Knowledge of Collectibles is a plus. - Bachelor's degree or college experience preferred. - Previous start-up experience is a plus. 🎁 Benefits - Generous Time off Policy - Health Insurance options including Medical, Dental, Vision - Work From Home Support - Home office setup allowance - Monthly allowance for cell phone and internet - Care Benefits - Monthly allowance for wellness - Annual allowance towards Childcare - Lifetime benefit for family planning, such as adoption or fertility expenses - Retirement; 401k offering for Traditional and Roth accounts in the US (employer match up to 4% of base salary) and Pension plans internationally - Monthly allowance to dogfood the app - All Whatnauts are expected to develop a deep understanding of our product. We're passionate about building the best user experience, and all employees are expected to use Whatnot as both a buyer and a seller as part of their job (our dogfooding budget makes this fun and easy!). - Parental Leave - 16 weeks of paid parental leave + one month gradual return to work *company leave allowances run concurrently with country leave requirements which take precedence. 💛 EOEWhatnot is proud to be an Equal Opportunity Employer. We value diversity, and we do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, parental status, disability status, or any other status protected by local law. We believe that our work is better and our company culture is improved when we encourage, support, and respect the different skills and experiences represented within our workforce.

Role Description The Customer Care Representative is accountable for customer communication, troubleshooting, and resolving all inquiries via telephone, e-mail, fax, and social media (Facebook, Twitter, etc.) on behalf of Dynacare. Their daily activities will include, but not be limited to: - Managing the call-log database and reporting metrics. - Supporting any technical inquiries for clients, including internal clients (e.g., Quebec LHSC staff). - Coordinating with various internal departments to ensure customer needs are met (e.g., test turnaround times). - Tracking all interactions and providing customers with results via hard and soft copies, e-mail, and fax. - Ensuring safe work practices by adhering to Health and Safety regulations and other regulatory bodies. Qualifications - High School Education Degree/diploma preferred (or related experience). - Bilingual (French and English) (spoken & written). - 3 to 5 years previous experience in a Multi-Channel Contact Centre. Requirements - Strong sense of urgency with the ability to multi-task and prioritize within a fast-paced environment. - Ability to organize and complete projects accurately, on time, and in a team environment. - High attention to detail and an innovative thinker who can provide solutions to complex and recurring issues. - Familiarity with using a CRM to manage customer interactions is an asset. - Proficiency in MS Office Suite, with demonstrated proficiency in Word, Excel, and Outlook at an intermediate level. - Working knowledge of AS400, Omnitech, and CISCO call center platforms is an asset. - Medical terminology knowledge is an asset. - Strong written and verbal communication skills required to clearly articulate issues, concerns, and inquiries in both official languages. - Ability to work collaboratively and professionally in a fast-paced, sometimes stressful environment with competing deadlines. - Must have strong working knowledge of regional Privacy Regulations and the legal requirements of patient consent. Benefits - Access to a health and wellness benefits program that supports you and your loved ones. - Opportunities for internal mobility and career growth. - RRSP match benefits and an employee stock purchase program. - A collaborative, diverse workforce that prioritizes dignity and respect for all.