Trust & Risk Agent

The Trust & Risk team is a high-impact team that ensures Whatnot is a safe and trusted platform for our buyers and sellers. As a Trust & Risk Agent you will work as the front-line support, assisting customers with escalated & emergency issues related to the Whatnot platform.

Responsibilities

Provide inbound email support for users experiencing trust and safety issues; De-escalate and educate customers through clear and accurate exchange of information that leads to a successful resolution and improved marketplace safety; Thoughtfully investigate Trust & Risk cases with high complexity and high sensitivity while maintaining customer satisfaction; Serve as the escalation point for issues requiring nuanced understanding of language and culture; 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 utilise data to make informed decisions

Requirements

2+ years of experience in Trust & Safety/Trust & Risk, customer service, user experience or fulfilment; Fluent English; Positive Customer first-attitude; Weekend availability required; Proactive problem-solver and process-improver; Experience with social media, parcel delivery, marketplace sellers, vendors, or fraud operations; Understanding of Ecommerce and Marketplace operations; Experience with Customer facing systems like Zendesk, Kustomer, or Intercom

Nice to have

4 year degree; French fluency; Knowledge of Collectibles

Benefits

Equity; 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; Parental Leave; 16 weeks of paid parental leave + one month gradual return to work