Trust & Safety Agent

About the 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.

Responsibilities

• 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

Requirements

• 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
• A positive Customer first attitude
• A proactive problem-solver and process-improver
• An organized and detail oriented approach
• Experience with social media, parcel delivery, marketplace sellers, vendors, payment processors and/or fraud operations
• A deep understanding of E-commerce and Marketplace operations
• Experience with Customer facing systems like Zendesk, Kustomer, or Intercom
• A knowledge of Collectibles is a plus
• A desire to enhance your career

Qualifications

• Flexible to work from home or from one of our global office hubs
• Live within commuting distance of our Phoenix, Arizona hub

Skills

• 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

Benefits

• Generous 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 to dogfood the app
• All Whatnauts are expected to develop a deep understanding of our product
• Parental Leave