Trust & Risk Agent

Join the Future of Commerce with Whatnot!

Whatnot is the largest live 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, Germany, Ireland, and Poland, we’re building the future of online marketplaces –together.

From fashion, beauty, and electronics to collectibles like trading cards, comic books, and even live plants, our live auctions have something for everyone.

And we’re just getting started! As one of the fastest growing marketplaces, we’re looking for bold, forward-thinking problem solvers across all functional areas. Check out the latest Whatnot updates on our news and engineering blogs and join us as we enable anyone to turn their passion into a business, and bring people together through commerce.

Role

The Trust & Risk team is a high-impact team that ensures Whatnot is a safe and trusted platform for our buyers and sellers. As a Trust & Risk Agent you will work as the front-line support, assisting customers with escalated & emergency issues related to the Whatnot platform.   

• 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

You

Curious about who thrives at Whatnot? We’ve found that low ego, a growth mindset, and leaning into action and high impact goes a long way here.

This role will suit someone 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. Here’s what we’re hoping to see in your background:

• 4 year degree is a plus. 1- 3 years of experience in Trust & Safety/Trust & Risk, customer service, user experience or fulfilment

• Fluent English (French fluency is a plus)

• 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 and holiday pay for working company-wide Holidays (including a spring and winter break)

• 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

• Pension plans internationally

• Monthly allowance to dogfood the app

  • All Whatnauts are expected to develop a deep understanding of our product. We're passionate about building the best user experience, and all employees are expected to use Whatnot as both a buyer and a seller as part of their job (our dogfooding budget makes this fun and easy!).

• 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.

Please find our Whatnot Candidate Privacy Notice here.

EOE

Whatnot is proud to be an Equal Opportunity Employer. We value diversity, and we do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, parental status, disability status, or any other status protected by local law. We believe that our work is better and our company culture is improved when we encourage, support, and respect the different skills and experiences represented within our workforce.