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Community Experience Team Lead

Posted: 18 Dec 2020 Closes: 17 Jan 2021
London, England, United Kingdom Competitive
Permanent & Full-time DEP_4299304003

Depop is the fashion marketplace where the next generation buy, sell and get inspired. We are headquartered in London, UK with locations in Manchester, New York, Los Angeles and Australia. We have more than 25 million registered users in 180+ countries. In the UK, 1 in 3 Gen Z/Millennials are registered and in the US we have grown 300% over two years. We are also the only European player to have recently entered the top 25 shopping apps by daily active users.

Depop exists to build the world's most diverse progressive home of 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.

We operate on three pillars:
Community: Our buyers, sellers and employees are inclusive, diverse and accessible. We are committed to empowering diversity within the fashion community.Entrepreneurship: We support our community and help them build their business with Depop. We thrive on supporting innovation by shaping an environment where creators, makers or hustlers can thrive. Sustainability: Depop helps extend the life of garments and reduce waste, we care about the world and want to make a positive change within the fashion industry.

The role
  • You will work 37.5 hours across 5 days Monday - Sunday between 7:00am - Midnight
  • Various shift patterns across 7:00am - Midnight including weekends

  • UK, Remote


As our Community continues to grow at Depop, so does our Experience team. We are looking for a Team Lead to focus on leading a large support team to provide exceptional support across multiple channels (e.g. email, social media). You will help our team to drive new ideas and grow their skills, and provide your expertise to support the Leadership team in day to day running of Support functions at Depop. You will be the key to setting up the team for success. You will make sure new hires know the expectations of the role and the targets they need to hit through various milestones.

With expert level knowledge of Depop and proven high-performance experience in your current role; you are the main channel of escalation for the team and a go-to person for Support knowledge across the company.

You're super approachable, always happy to help the team with questions, and ready to assist our Training Lead in teaching new processes.

You'll work with the Leadership team in communicating day-to-day operations based on incoming tickets/chats, communicating daily performance metrics and providing feedback to the team. You take initiative to make positive changes and you can reflect on results quickly, change gears, and motivate the team.

  • Be the driving force of performance for the support team to deliver quick, personalised help for our community
  • Work closely with the team to hit weekly targets and encourage development
  • Provide regular 1-1s with the team to dedicate time to working on performance and personal development
  • Deliver exceptional support to our growing Community on a daily basis by being user focused at all times on emails, live chat, and social media platforms
  • Utilise data such as user satisfaction feedback, and performance metrics to identify key areas of opportunity
  • Motivate and inspire a large team to provide high-quality personalised and consistent support options
  • Be the first point of escalation from the team to help resolve tricky User issues
  • Pitch and implement ideas that can positively impact team workflow, and therefore improve user experience
  • Work closely with our Training lead & QA Specialist to find common trends in order to provide meaningful training and feedback
  • Be a point of contact in order to provide key updates company wide, and be confident in sharing feedback to all levels
What we are ideally looking for:
  • A genuine love for Depop and a deep understanding of company values, mission, and goals
  • Previous experience of leading a large team to hit key KPI's
  • Experience in people management
  • Hands on experience with Zendesk or a similar ticketing tool
  • Experience motivating a large team to drive their success
  • Data focused decision making skills and the ability to forecast potential roadblocks
  • Strong communication skills that transcend international teams
  • Very comfortable with a dynamic, ever changing start-up environment and willing to change speed/direction quickly for business needs
  • A smart worker who can plan and execute new processes to maximise efficiency and resources
  • Ability to work with a remote team, across different time zones

  • Learn and Grow: We want to give our people the opportunity to learn. We sponsor and run a myriad of programs, conferences and meet-ups to upskill our employees and enhance their journey with us, just ask!
  • Wellbeing: We care about our employees wellbeing. We offer a cycle to work scheme, healthy fruit and snacks in the office, breakfast every Tuesday, eyecare vouchers and a discounted gym membership at Nuffield Health.
  • Mental Health: Our employees mental health is a top priority. We offer subsidised counseling appointments with a qualified therapist through SelfSpace, we have trained mental health first aiders and we also run yoga, meditation and more.
  • Work/life balance: We have 25 days of holiday with the opportunity to buy or sell 5 more, a day off for activism to allow you the opportunity to make a difference and we offer sabbaticals for our long serving employees
  • Family life: We offer flexible working (based on the team you will be joining), generous maternity/paternity and parental leave policies which includes adoption and paid time off for fertility treatments. Also, all of our offices are dog-friendly! Do your best work with your best friend.
  • Fun: We love to hang out with each other at Depop. On Friday we finish an hour early to socialise with free food, and have amazing Winter and Summer Parties to celebrate our successes. We also host internal employee socials such as quiz night, games night, movie night and more...we've taken this virtual for now!
Equality and Diversity Monitoring

Depop is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Depop recognises the benefits of a diverse workforce which reflects the wider population and welcomes applications from all sections of the community. Under the Equality Act (2010), Depop must demonstrate that their recruitment processes are fair and that we are not discriminating against or disadvantaging anyone because of their age, disability, gender reassignment status, marriage or civil partnership status, pregnancy or maternity, race, religion or belief, sex or sexual orientation. We need to ask applicants some questions to make sure that no one is being unfairly discriminated against or disadvantaged.

We collect this information only for anonymised monitoring purposes to help the organisation look at the profile of individuals who apply, are shortlisted for and appointed to each vacancy. In this way, we can check that we are complying with the Equality Act (2010).

Under the Equality Act 2010 the definition of disability is if you have a physical or mental impairment that has a 'substantial' and 'long-term' adverse effect on your ability to carry out normal day to day activities. Further information regarding the definition of disability can be found at:

Reasonable adjustments will be made available should you be invited to interview.

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

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

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.


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