Trust & Safety Agent

Whatnot•Phoenix, AZ

1d•Hybrid

About The Position

Whatnot is the largest live shopping platform in North America and Europe to buy, sell, and discover the things you love. We’re re-defining e-commerce by blending community, shopping, and entertainment into a community just for you. As a remote co-located team, we’re inspired by innovation and anchored in our values . With hubs in the US, UK, Germany, Ireland, and Poland, we’re building the future of online marketplaces –together. From fashion, beauty, and electronics to collectibles like trading cards, comic books, and even live plants, our live auctions have something for everyone. And we’re just getting started! As one of the fastest growing marketplaces , we’re looking for bold, forward-thinking problem solvers across all functional areas. Check out the latest Whatnot updates on our news and engineering blogs and join us as we enable anyone to turn their passion into a business, and bring people together through commerce. We are looking for Trust and Risk Agents to maintain the safety and integrity that powers our platform. You will work collaboratively to identify potential risks, enforce our policies, and protect the buyer and seller experience while assisting customers with sensitive cases. Your timely and detailed investigations will help safeguard our community and ensure fair, consistent outcomes for buyers and sellers. We offer flexibility to work from home or from one of our global office hubs, and we value in-person time for planning, problem-solving, and connection. Team members in this role must live within commuting distance of our Phoenix, Arizona hub.

Requirements

Availability to work weekends required, and availability to work Holidays as needed
4 year degree is a plus.
1 - 5 years of experience in Trust & Safety, customer service, fraud operations, user experience or fulfillment.
Positive Customer first attitude.
Proactive problem-solver and process-improver.
Organized and detail oriented.
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.
Desire to enhance your career.

Nice To Haves

Knowledge of Collectibles is a plus.

Responsibilities

Regularly work with the team on reviewing potentially suspicious behavior on a daily basis to support the company in protecting good users and preventing financial losses
Work quickly and thoroughly to meet interdepartmental Service Level Agreements (SLAs) while ensuring high quality work product
Conduct in-depth transaction-level reviews
Discover and identify trends to present opportunities for stronger results and mitigation
Communicate with customers in response to inquiries related to trust and risk
Provide inbound email and chat-based customer service for users who need immediate assistance
Thoughtfully investigate Trust & Risk cases with medium complexity and high sensitivity while maintaining customer satisfaction
Work with other departments to research and resolve open questions
Efficiently work through a backlog of open issues and monitor performance of key operations
Represent the company with integrity and professionalism
Review key metrics and utilize data to make informed decisions

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
All Whatnauts are expected to develop a deep understanding of our product. We're passionate about building the best user experience, and all employees are expected to use Whatnot as both a buyer and a seller as part of their job (our dogfooding budget makes this fun and easy!).
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.