Trust & Safety Senior Specialist

Artsy • New York, NY

2d • Hybrid

About The Position

Artsy's Trust & Safety team sits at the intersection of risk, operations, and commerce — responsible for protecting the integrity of every transaction and interaction on the platform. We're a small, high-ownership team. As a Trust & Safety, Senior Specialist you will own our most complex fraud, dispute, and verification cases, and be a key driver of the processes and improvements behind them. You'll carry your own caseload across fraud investigations, disputes, and chargebacks, and lead key projects that support broader company success. You'll drive quality and consistency across day-to-day case management, while helping maintain and improve team KPIs that reflect the efficiency of our operations and the experience of every user. This is an individual contributor role suited for someone who thrives at the intersection of hands-on investigation and driving broader improvements across Trust & Safety.

Requirements

• Experience in fraud, disputes, or trust & safety
• Comfortable making tough, ambiguous calls and standing behind them
• Highly organised and can manage a varied caseload
• Comfortable working with data and using it to identify trends and inform decisions
• Experience with KYC and AML verification processes
• Know how to work cross-functionally and influence teams outside of your own
• Comfortable in a fast-moving, high-ownership environment where the playbook isn't always written yet
• Can communicate complex risk decisions clearly to stakeholders

Responsibilities

• Address user issues related to security incidents, unauthorized account activity, and other suspicious events — acting as the senior point of contact for complex or escalated cases
• Monitor transaction and auction activities to identify and address potential fraud
• Resolve post-sale disputes involving claims of authenticity, damage, and description inaccuracies
• Manage the end-to-end chargeback process, from evidence gathering to submission
• Enforce Artsy's Trust & Safety policies with consistency and sound judgment, escalating or adapting where edge cases require it
• Perform KYC and AML verifications for Artsy users
• Manage outreach to sellers with failed or unpaid subscription charges, ensuring timely resolution
• Collaborate with internal teams — including Legal, Product and Marketplace — on the development and ongoing enforcement of Trust & Safety policies
• Drive Trust & Safety initiatives across the business, identifying opportunities to improve processes and close risk gaps

Benefits

• Competitive salary and equity
• Flexible time off
• Comprehensive healthcare & benefit options, including: medical, dental, parental leave, short- and long-term disability, Employee Assistance Program featuring free mental health support, 401k, commuter benefits, flexible spending accounts (FSA), health savings accounts (HSA), financial wellness support & resources, and more
• Professional development, including: mentoring, lunch & learns, regular training, 1:1 management, and an open feedback culture
• Engaging opportunities and internal programming globally, to foster new relationships and build upon our collaborative community. Including: happy hours, holiday parties, global "All Hands" meetings, "Artsy Salon" (a yearly exhibition of our team's creativity), attendance to art world events, and more

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed