Trust & Safety Agent

Job Description

Job Description

???? Join the Future of Commerce with Whatnot!

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.

You will:

• 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

Team members in this role are required to be within commuting distance of our Phoenix, Arizona hub.

Curious about who thrives at Whatnot? We’ve found that low ego, a growth mindset, and leaning into action and high impact goes a long way here.

A hungry individual looking to jump start their career in a fast paced environment. Someone willing to take on any role or task, learn new skills and be a part of building a great company. A customer service mentality with passion to reach the best possible outcome. Here’s what we’re hoping to see in your background:

• 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.

• Knowledge of Collectibles is a plus.

• Desire to enhance your career.

• Generous Holiday and 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.

#ZR

Whatnot is proud to be an Equal Opportunity Employer. We value diversity, and we do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, parental status, disability status, or any other status protected by local law. We believe that our work is better and our company culture is improved when we encourage, support, and respect the different skills and experiences represented within our workforce.