Customer Experience Agent, High Value Items

The Role

The Customer Experience High Value Items (HVI) team is a group of customer experience agents focused on resolving complex cases involving high-value transactions. You’ll investigate claims where buyers report missing or incorrect items, work closely with sellers to determine fair outcomes, and ensure buyers receive the correct item or appropriate reimbursement. This role blends the investigative focus of Trust & Risk with the customer-first mindset of customer experience to uphold trust and deliver fair, consistent experiences across our marketplace.

• Investigate complex high-value item cases end-to-end to ensure fair and timely resolutions
• Determine fair market value for missing or incorrect items to support accurate reimbursement decisions
• Work efficiently through assigned queues and backlogs while maintaining quality and SLA standards
• Provide thoughtful, empathetic support to buyers and sellers, ensuring both parties feel heard and informed
• Escalate billbacks, managed-seller updates, or urgent user actions to the appropriate manager or Slack channel
• Collaborate with CatEx and TnR on escalated or SEV cases, acting as Incident Commander when necessary
• Identify trends in claims, item categories, or seller behavior to proactively reduce risk and improve processes

Qualifications

• Weekend availability required
• 2+ years of Support or Trust & Safety experience handling email and/or chat interactions
• Strong investigative judgment - able to assess incomplete or conflicting information, surface key evidence, and make sound, fair decisions balancing speed, accuracy, and risk
• Excellent collaboration skills; works effectively with TnR, CatEx, Policy, and CX to align on outcomes and ensure consistency across teams
• Able to think critically and adapt beyond standard SOPs for unique or high-visibility cases
• Clear, empathetic communicator comfortable navigating sensitive, high-stakes scenarios while maintaining professionalism and trust
• 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 sports cards and trading cards is a plus