German Speaking Trust & Risk Agent - Remote

Overview

Whatnot is the largest livestream shopping platform in North America and Europe to buy, sell, and discover the things you love. We’re re-defining e-commerce by blending community, shopping, and entertainment into a community just for you. As a remote co-located team, we’re inspired by innovation and anchored in our values. With hubs in the US, UK, Ireland, Poland, and Germany, we’re building the future of online marketplaces—together.

In Short

• 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

• 4 year degree is a plus. 1- 3 years of experience in Trust & Safety/Trust & Risk, customer service, user experience or fulfillment
• Fluent German and English speaker, with familiarity of the DACH market
• 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
• Knowledge of Collectibles is a plus

Benefits

• Flexible 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; Pension plan
• Monthly allowance to dogfood the app
• 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.