Trust and Safety Associate

About the role

The Trust & Safety team at Artsy and Artnet is dedicated to ensuring the integrity of the business and protecting the interests of both buyers and sellers. We are looking for a Trust & Safety Associate to support our growing business and help establish Artsy and Artnet as the most trusted online destinations for fine art purchases.

Responsibilities

• Resolve post-sale disputes involving claims of authenticity, damage, and description inaccuracies
• Perform KYC and AML verifications for users
• Monitor transaction and auction activities to identify and address potential fraud
• Address user issues related to security incidents, unauthorized activities, and other suspicious events
• Resolve chargebacks by speaking with our users, gathering and formalizing evidence for submission
• Follow up with sellers to resolve failed or unpaid subscription charges
• Collaborate with internal teams on the development and enforcement of our Trust & Safety policies
• Drive Trust & Safety initiatives across the business

Requirements

• 2+ years of hands-on experience in fraud investigation, chargeback resolution, or KYC/AML compliance, ideally within an eCommerce or marketplace setting
• Demonstrated abilities in time management, prioritization, and attention to detail
• Strong critical thinking and problem-solving skills
• Strong communication and mediation abilities

Qualifications

• Desired Experience in fraud, investigations or policy compliance
• Not a good fit if you prefer a highly structured, repetitive routine

What Success Looks Like in Your First 3-6 Months

• Manage the full range of post-sale disputes and chargebacks, including authenticity claims, damage, description inaccuracies, from first contact through resolution
• Be fully ramped on KYC/AML verification and can triage incoming fraud and security alerts (account takeovers, unauthorized activity, suspicious messages)
• Built working relationships with the internal teams you rely on for escalations, and know when to loop them in versus handle something yourself
• Developed a solid instinct for spotting red flags in transactions and auction activity, and know when to flag something for review
• Brought a critical eye to how the team operates and weren't afraid to speak up when something could work better

What We Offer

• Opportunity to reimagine the art industry while working with a talented, diverse, international team
• Competitive salary and equity
• Flexible time off: our culture of trust and empowerment allows employees to take the time they need away from work while still excelling in their roles
• Hybrid role with office attendance required 3 days/week

Salary Range

$58,000 - $70,000 annually