• 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 Digital Customer Care Representative plays a vital role in delivering exceptional customer service through a variety of digital channels. This position handles digital inquiries related to quoting new services, billing and payments, service schedules, service quality, and general questions. Successful candidates will gain valuable insight into the waste and recycling industry and begin an exciting career journey with Casella, where growth opportunities are abundant. Current shifts we are hiring for are 2nd and 3rd shift hours 3pm-11pm and 11pm-7am. We’re excited to offer this as a remote role! At this time, we can only consider applicants who live and work in VT, NH, NY, CT, MA, ME, DE, MD, PA, WV & NJ due to state-specific employment regulations. Hiring Range: $20.00 per hour, plus incentive pay and ample opportunities for advancement with our career paths program. Key Responsibilities - Responds to customer inquiries via email, text chat and digital media regarding waste and recycling services. - Researches and resolves questions or complaints, referring to internal or external experts when necessary. - Provides clear, accurate information about service offerings, container sizes, pickup schedules, and recycling guidelines. - Ensures all responses follow approved company guidelines and maintains a polished, positive, conversational, customer friendly and compassionate tone. - Engages with customers across digital channels—including email, live chat, and digital media—using integrated support tools to deliver prompt, personalized assistance. - Uses digital dashboards and CRM systems to log interactions, monitor service issues, and proactively identify opportunities to enhance customer satisfaction. - Maintains detailed records of customer interactions, identifies trends, and suggests improvements to products or services. - Refers unresolved or complex issues, including potential sales opportunities, to appropriate internal departments. Career Path Definitions & Distinctions - Level I: 1-3 years of progressively complex experience in the customer service field. Demonstrated knowledge and competence in Casella’s business products and services as well as in customer service and client relationship management. Able to effectively manage call volume and understand proprietary software systems. Works within team to support Division sales representatives and provide excellent customer support. Capable of solving increasingly complex problems and offering solutions that engage and retain customer base. - Level II: 4-5 years of progressively complex experience in the customer service and client relationship management field. Demonstrated knowledge and competence in several technical areas of customer service and client relationship management and is able to build strong relationships with home office and divisional employees at various levels within the organization. Thoroughly understands the variety and complexity of Casella’s business operations and is able to apply a variety of customer service, CRM, and sales concepts, principles and applications as needed. Adept at resolving most escalations and handling a high volume of calls. - Senior Level: 5+ years of progressively complex experience in the customer service and client relationship management field. Highly integrated knowledge and competence in all areas of customer service and client relationship management and is able to build strong relationships with home office and divisional employees at various levels within the organization. Thoroughly understands the variety and complexity of Casella’s business operations and is able to apply a variety of customer service, CRM, and sales concepts, principles and applications to generate and retain business sales. Independently resolves escalations. Skillfully manages a high volume of calls. Capable of taking on special projects or assignments. Qualifications - High school diploma or GED. - Typically 2 to 4 years of experience in a business or office setting. - Excellent relationship management, listening, and problem-solving skills. - Strong oral and written communication abilities. - Customer-focused mindset. - Proficiency in Microsoft Office. - Ability to work collaboratively in a team environment. - Comfortable handling basic issues independently and referring more complex matters to senior staff. - Working knowledge of the subject matter is expected. - Operates under direct supervision, reporting to a supervisor or manager. Attributes - A positive, team-oriented individual who is curious, attentive, results-oriented and communicates in a polished, customer-friendly manner. - Can see the larger picture while focusing on detailed information. Benefits - Medical, Dental, Vision, Life & Disability Insurance. - Maternity & Parental Leave. - Flexible Spending Accounts. - Discounted Stock Program. - 401K. - Employee Awards. - Employee Assistance Plan. - Wellness Incentive. - Tuition Assistance. - Career Pathways. - And More.