Customer Experience Agent, Counterfeits

Whatnot•Phoenix, AZ

2d•$24 - $29•Remote

About The Position

We’re looking for CX Agents to join our CX Counterfeit team, a group dedicated to resolving complex cases involving suspected counterfeit items. In this role, you’ll investigate buyer claims related to counterfeit concerns, collaborate closely with sellers to assess evidence and determine fair outcomes, and ensure buyers receive authentic items or appropriate reimbursement. This role blends the investigative focus of Trust & Risk with the customer-first mindset of CX to uphold trust and deliver fair, consistent experiences across our marketplace.

Requirements

Weekend availability required.
2+ years of Support or Trust & Safety experience handling email and/or chat interactions.
Strong investigative judgment - able to assess incomplete or conflicting information, surface key evidence, and make sound, fair decisions balancing speed, accuracy, and risk
Excellent collaboration skills; works effectively with TnR, CatEx, Policy, and CX to align on outcomes and ensure consistency across teams
Ability to think critically and adapt beyond standard SOPs for unique or high-visibility cases
Clear, empathetic communicator comfortable navigating sensitive, high-stakes scenarios while maintaining professionalism and trust.
Experience with social media, parcel delivery, marketplace sellers, vendors, payment processors and/or fraud operations.
Understanding of E-commerce and Marketplace operations.
Experience with Customer facing systems like Zendesk, Kustomer, or Intercom.

Nice To Haves

Knowledge of sports cards and trading cards is a plus.

Responsibilities

Investigate complex counterfeit cases end-to-end to ensure fair and timely resolutions
Work efficiently through assigned queues and backlogs while maintaining quality and SLA standards
Provide thoughtful, empathetic support to buyers and sellers, ensuring both parties feel heard and informed
Escalate user actions to the appropriate manager or Slack channel
Identify trends in claims, item categories, or seller behavior to proactively reduce risk and improve processes

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
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.