Trust & Safety Agent
About The Position
Whatnot is the largest live shopping platform in North America and Europe to buy, sell, and discover the things you love. Whether it's trading cards, fashion, electronics, or live plants, our sellers are building real businesses across hundreds of categories. We're building live commerce at a scale that's never been done in the West, and there's no playbook to copy. The people here are shaping how an entirely new industry develops. As a remote co-located team, we're inspired by our values and anchored in hubs across the US, UK, Ireland, Poland, Germany, and Australia. We move fast, stay close to our users, and focus on the work that drives the most impact. We're one of the fastest growing marketplaces and were recently named the #1 Best Startup Employer in America by Forbes. 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.
Requirements
- Availability to work weekends required, and availability to work Holidays as needed
- 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
- 4 year degree is a plus.
- 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
- 16 weeks of paid parental leave + one month gradual return to work company leave allowances run concurrently with country leave requirements which take precedence.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
