Depop • 20 Farringdon Rd, London EC1M 3HE

Senior Manager - CX Technology Operations

3–4 days/week at home

A little flex time

Dog friendly

Job Description

Company

Depop is the community-powered fashion marketplace to buy and sell unique fashion, with over 30 million registered users in more than 150 countries. Depop is a place for anyone to discover and celebrate their style on their own terms, and to feel good about their fashion choices by extending the lives of millions of garments. The company was founded in 2011 and is headquartered in London with offices in Manchester, New York, Los Angeles and Sydney. Depop has approximately 400 employees dedicated to its mission of building the world’s most diverse progressive home of fashion, that’s kinder on the planet and kinder to people. In 2021, Depop became a wholly-owned subsidiary of Etsy - the global marketplace for unique and creative goods - and continues to operate as a standalone company.

Our Mission

Our mission is to build the world’s most diverse progressive home of fashion. Our team is dedicated to enhancing and developing the Depop experience to serve the needs of our global community.

Depop exists to empower the next generation to transform fashion. We are a community-powered fashion ecosystem that's kinder to the planet and kinder to people. We give our audience something they can't get anywhere else - unique fashion, with amazing people and the chance to create a better future by showing up as their full selves, at full volume.

Our DNA
Our DNA defines the essence of our company as an employer – how we are unique and what matters to us.

  • Show up for the Community: We go above and beyond. When they succeed, we succeed.
  • Have Each Other’s Back: We empower each other with kindness and respect our differences.
  • Act with Purpose: We take conscious risks, deliver efficiently and learn from our mistakes.
  • Think Thrift: We’re resourceful, seek out opportunities and we hustle.
  • Depop is an equal opportunity employer. Our mission is to build the world’s most diverse progressive home of fashion. To do this, we encourage people from underrepresented communities to apply.

    We celebrate diversity and are committed to creating an inclusive environment for all employees. We’re continuing to build recruitment processes that are fair and welcome requests for reasonable adjustments required throughout your interview experience with us.

    Depop supports visa sponsorship, sponsorship opportunities may be limited to certain roles and skillsets.

    #LI-EW1 #LI-HYBRID

    About the role

    The Community Support team is an integral part of our business. It serves as the voice of Depop to our Community, answering questions they have, solving disputes and making Depop a safe place to be. As the Senior Manager - CX Technology Operations, you’ll be working from within the Community Support team to own our internal tooling, product operations and technical issue management. This role is critical in enabling seamless support for our Community, and you will need to work closely and collaborate across the business to drive improvements in our product and tooling.

    Responsibilities

    • Work with our Product teams to ensure that new features drive the most benefit for our Community
    • Collaborate closely with Product leadership and Product marketing to gain a cohesive overview of the overall roadmap and take the lead on how we deliver that to our Community
    • Maintain a smart, progressive customer experience (CX) technology strategy that optimises the experience for our users and our teams
    • Work closely with our CX Operational team to inform, create and maintain effective business rules and technology solutions for our support channels through Zendesk
    • Consult on channel strategy and take full responsibility for implementing new channels. Zendesk Messaging is first on the to-do list
    • Drive efforts to enhance Zendesk automation by scoping out ideal solutions, including the engineering support required
    • Own the CX technical escalations triaging process and ensure your team are working closely with the relevant function to prioritise the resolution of bugs that are most impactful to our users
    • Own all third-party tools used in CX and manage the relationships with the vendors
    • Attend and/or lead cross-functional meetings and lend support to help vital organisational projects move forward

    Requirements

    • 5+ years in administering technology platforms in a support environment, in particular Zendesk
    • Proven track record of managing complex product rollouts
    • Experience of managing a bug escalation process, preferably in a support environment
    • Excellent technical problem solving skills
    • A consistent track record of managing and completing cross-functional projects
    • Comfortable operating with a high level of autonomy in a highly dynamic, rapidly changing environment
    • Ability to explain complex technical concepts in plain English
    • Familiarity navigating and updating legacy HTML, CSS, JavaScript, PHP, and SQL

    Benefits

    Health + Mental Wellbeing

    • 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 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

    Work/Life balance

    • 25 days annual leave with the option to carryover up to 5 days
    • 1 company-wide day off per quarter, for you to take some time for yourself and decompress
    • 2 activism days per year for you to use for volunteering, demonstrations or internal initiatives
    • We offer sabbaticals for our long serving employees.

    Flexible Working

    We’re Flexa® accredited, meaning we offer genuinely flexible working;

    • 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!
    • Want to head into the office more? No problem, you can opt to be "Office-Based", with your very own desk.
    • Do you do your best work from home? You can also request to be a remote worker, and only head into the office 4 times per year *role dependent
    • In the office, we provide healthy snacks, tea and coffee and the occasional surprise treats!
    • All of our offices are also dog-friendly! Do your best work with your best friend.
    • Apply to work abroad 4 weeks of the year (in UK tax treaty countries)

    Family Life

    • Maternity + Paternity Leave, plus adoption leave, IVF leave, shared parental leave + paid emergency parent/carer leave

    Learn and Grow

    • We offer a personal learning budget for every employee and also sponsor and run a myriad of programmes, conferences and meet-ups to upskill our employees and enhance their journey with us.

    Your Future

    • Life Insurance (financial compensation of 3x your salary)
    • Pension (Depop will match your contribution up to 6% of your qualifying earnings)

    And finally, as a valued Depop employee We waive all of our employees’ fees when they sell on Depop and also ship your sold items anywhere in the UK for free using our team’s account

    GDPR Statement

    When you apply to a job on this site, the personal data contained in your application will be collected by Depop Ltd, 08316342 ("Controller"), 9th Floor 107 Cheapside, London, United Kingdom, EC2V 6DN (“We”, “Us”) and can be contacted by emailing people@depop.com. Your personal data will be processed for the purposes of managing Controller’s recruitment related activities, which include setting up and conducting interviews and tests for applicants, evaluating and assessing the results thereto, and as is otherwise needed in the recruitment and hiring processes. Such processing is legally permissible under Art. 6(1)(f) of Regulation (EU) 2016/679 (General Data Protection Regulation) as necessary for the purposes of the legitimate interests pursued by the Controller, which are the solicitation, evaluation, and selection of applicants for employment.

    Your personal data will be shared with Greenhouse Software, Inc., a cloud services provider located in the United States of America and engaged by Controller to help manage its recruitment and hiring process on Controller’s behalf. Accordingly, if you are located outside of the United States, your personal data will be transferred to the United States once you submit it through this site. Because the European Union Commission has determined that United States data privacy laws do not ensure an adequate level of protection for personal data collected from EU data subjects, the transfer will be subject to appropriate additional safeguards under [either the standard contractual clauses or the Privacy Shield]. You can obtain a copy of the standard contractual clauses by contacting us at people@depop.com.

    Your personal data will be retained by Controller as long as Controller determines it is necessary to evaluate your application for employment.

    Under the GDPR, you have the right to request access to your personal data, to request that your personal data be rectified or erased, and to request that processing of your personal data be restricted. You also have to right to data portability. In addition, you may lodge a complaint with an EU supervisory authority.

    Company benefits

    Open to part-time employees
    Open to compressed hours
    Sabbaticals
    Enhanced maternity leave – 18 weeks full pay. 21 weeks SMP.
    Enhanced paternity leave – 18 weeks full pay.
    Work from anywhere scheme – Up to 20 works days a year.
    25 days annual leave + bank holidays
    Pregnancy loss leave
    Fertility treatment leave

    The FlexScore® is the result of a rigorous 2-step verification of a company’s flexibility

    First we assess the flexibility options Depop provides and then we anonymously survey a statistically significant proportion of their employees to make sure Depop is as flexible as they say they are. Our assessment is based on the six key elements of flexibility: location, hours, autonomy, benefits, role modelling and work-life balance.

    We ask the hard questions so you don’t have to.

    Working at Depop

    Company employees

    438

    Gender diversity (male:female)

    47% Women 53% `Men

    Office locations

    London, New York, Manchester
    What employees are saying

    I love working at Depop. I think there is such a great balance of flexibility, trust and openness. I really can't fault them on their approach to wellbeing, engagement and flexibility.

    Depop Employee

    Awards & Achievements
    Most flexible Retail & Ecommerce companies

    Most flexible Retail & Ecommerce companies

    Industry awards 2022