Trust and 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 building the future of ecommerce, bringing together community, shopping and entertainment. We are committed to our values, and as a remote co-located team, we operate out of hubs within the US, UK, Ireland, Poland, and Germany today.

In Short

• Investigate suspicious and unsafe activity on the Whatnot platform.
• Monitor and prevent unwanted behavior to ensure a safe platform.
• Conduct in-depth transaction-level reviews.
• Communicate with customers regarding trust and risk inquiries.
• Provide customer service for users in crisis.
• Work collaboratively with the team to meet SLAs.
• Identify trends and present opportunities for improvement.
• Efficiently manage a backlog of open issues.
• Represent the company with integrity and professionalism.
• Utilize data to make informed decisions.

Requirements

• Availability to work weekends and holidays as needed.
• 1 - 5 years of experience in customer service or fraud operations.
• Positive customer-first attitude.
• Proactive problem-solver and process-improver.
• Organized and detail-oriented.
• Experience with social media and marketplace operations.
• Familiarity with customer-facing systems like Zendesk.
• Understanding of e-commerce operations.
• Knowledge of collectibles is a plus.
• Desire to enhance your career.

Benefits

• Flexible time off policy and company-wide holidays.
• Health insurance options including medical, dental, and vision.
• Work from home support with allowances for setup and connectivity.
• Care benefits including monthly allowances for food and wellness.
• Retirement plans with employer match.
• Parental leave with 16 weeks of paid leave.