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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong problem-solving and investigative abilities while effectively managing complex cases from investigation through resolution. Exhibits clear and empathetic communication, adaptability to evolving tools and processes, and a user-focused approach to decision-making.
Highest-signal resume keywords
Problem-SolvingInvestigative AbilitiesEmpathetic CommunicationAttention to DetailExperience with Zendesk
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Transaction HistoriesPaymentsRefundsBalancesCalculations CheckingPattern IdentificationTrend Analysis
Soft Skills
ResilienceAdaptabilityDiplomatic CommunicationIndependent WorkOwnership
Tools & Technologies
Zendesk
Industry Keywords
Dispute ResolutionUser-Focused ApproachCommunity InsightsPolicy ImprovementProcess Improvement
About the role
Key responsibilities & impact- Own complex cases from investigation through resolution
- Build expert knowledge of Depop’s products, policies, processes and internal tools
- Review payments, refunds, balances, sales and transaction histories to resolve disputes accurately
- Handle sensitive and challenging interactions with empathy and professionalism
- Communicate decisions clearly and fairly
- Collaborate across Depop when cases require additional expertise
- Identify patterns and emerging trends affecting the community
- Share insights to improve products, policies and processes
- Learn and adapt to new tools, processes and ways of working
Requirements
What you’ll need- Strong problem-solving and investigative abilities
- Confident, well-reasoned decision-making in nuanced or ambiguous situations
- User- and outcome-focused approach
- Ability to take ownership and work independently
- Comfort working with transaction histories, payments, refunds and balances
- Ability to check calculations and identify inconsistencies
- Keen attention to detail
- Resilience and adaptability as products, policies, tools and ways of working evolve
- Clear, empathetic, diplomatic and professional communication
- Ability to identify recurring problems and improvement opportunities
- Ability to learn new technology and systems quickly
- Experience with Zendesk is a plus
- Fluent in spoken and written English
- Availability for some weekend and Bank Holiday working
- Ability to work within a contractual 7am–11pm operating window
Benefits
Comp & perks- 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
- 25 days of annual leave with the option to carry over up to 5 days
- Up to 2 days of additional paid leave per year for volunteering
- Fully paid 4-week sabbatical after 5 years of consecutive service with Depop
- MyMode hybrid-working model with Flex, Office-Based, and Remote options, role-dependent
- Dog-friendly offices
- 20 weeks of paid parental leave for birth parents for full-time regular employees
- 12 weeks of paid parental leave for non-birth parents for full-time regular employees
- IVF leave, shared parental leave, and paid emergency parent/carer leave
- Twice-yearly development chats and yearly performance reviews
- Learning budget
- Company-wide training workshops, materials and resources
- Life Insurance (financial compensation of 3x your salary)
- Pension matching up to 6% of full base salary with Aviva
- Free in-office Depop Shop and packing station with free delivery
- Gifts and rewards for special milestones