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Trust & Safety Agent
Whatnot
- Phoenix, Arizona, United States
- Phoenix, Arizona, United States
About
Whatnot is the largest livestream 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.
Role
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 lossesWork quickly and thoroughly to meet interdepartmental Service Level Agreements (SLAs) while ensuring high quality work productConduct in-depth transaction-level reviewsDiscover and identify trends to present opportunities for stronger results and mitigationCommunicate with customers in response to inquiries related to trust and riskProvide inbound email and chat-based customer service for users who need immediate assistanceThoughtfully investigate Trust & Risk cases with medium complexity and high sensitivity while maintaining customer satisfactionWork with other departments to research and resolve open questionsEfficiently work through a backlog of open issues and monitor performance of key operationsRepresent the company with integrity and professionalismReview key metrics and utilize data to make informed decisions
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.
You
People who do well at Whatnot tend to be comfortable figuring things out as they go, biased toward action, and genuinely curious about what they're building. They care more about outcomes than credit and stay close to the product and the people using it.
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 needed4 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.
Benefits
Generous Time off PolicyHealth Insurance options including Medical, Dental, VisionWork From Home Support
Home office setup allowanceMonthly allowance for cell phone and internetCare benefits
Monthly allowance for wellnessAnnual allowance towards ChildcareLifetime benefit for family planning, such as adoption or fertility expensesRetirement; 401k offering for Traditional and Roth accounts in the US (employer match up to 4% of base salary) and Pension plans internationallyMonthly 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
EOE
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.
Languages
- English
Notice for Users
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