Company Description
Depop is a peer-to-peer circular fashion marketplace where anyone can buy, sell and discover secondhand fashion. Our mission is simple: to make fashion circular by making secondhand as exciting and rewarding as buying new.
Founded in 2011, Depop’s diverse community has helped move resale into the mainstream, where buying secondhand is no longer an alternative, but how people of different ages now engage with fashion. Today, more than 56 million registered users come to Depop to find great value, express their own personal style and give clothes a longer life. We believe that everything you want already exists, and our role is to help people discover it.
Powered by a team of over 500 people, our company is headquartered in London, with offices in New York. 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. For more information, visit www.depop.com
We aim to create an inclusive environment where everyone is welcome, no matter who they are or where they’re from. Just as our platform connects people globally, we believe our workplace should reflect the diversity of the communities we serve. We thrive on the power of different perspectives and experiences, knowing they drive innovation and bring us closer to our users.
We’re proud to be an equal opportunity employer, providing employment opportunities without regard to age, ethnicity, religion or belief, gender identity, sex, sexual orientation, disability, pregnancy or maternity, marriage and civil partnership, or any other protected status. We’re continuously evolving our recruitment processes to ensure fairness and are open to accommodating any needs you might have.
AI Disclosure: We use AI tools (Google Gemini) to help our team source and review applications for roles with a high volume of applications. These tools assist our recruiters in identifying great talent but do not replace human decision-making. At Depop, every hiring decision is made by a human.
If, due to a disability, you need adjustments to complete the application, please let us know by sending an email with your name, the role to which you would like to apply, and the type of support you need to complete the application to adjustments@depop.com .
About the team
When something goes wrong after a sale, the CX squad makes sure it gets fixed fast, visibly and fairly, so a bad first transaction becomes a reason to come back rather than a reason to leave.
We own the systems behind what happens after checkout:
Disputes and the in-app Dispute Resolution Centre, including self-serve returns and refunds
Auto-cancellation and the protections that tell buyers and sellers when an order is covered and resolved
AI-driven support automation and the APIs and integrations that power it
Internal ops tooling and integrations with our customer support platforms
Our data suggests that problems resolved in-product retain users better than anything that goes through a human agent, so our job is to automate the repeatable cases and leave the hard calls to people.
What you’ll be doing
Build and evolve the backend services and APIs behind disputes, returns, auto-cancellation and support automation, from design through to production
Build and test the integrations that let our AI support look up and act on orders, refunds and shipping
Work with CX Operations to decide where automation should act on its own and when it should hand off to a person
Design solutions ahead of delivery for small-to-medium problems, and contribute to the design of larger pieces of work in the team
Own the health of the services you work on: monitoring, alerting, on-call, fixing what breaks and paying down tech debt
Work in an experiment-led squad: define hypotheses and success metrics, run A/B tests and ship behind feature flags
Work closely with Product, Design, Data Science and CX Operations, and with partner teams such as Payments…