Trust And Risk Agent

Summary

Join Whatnot's Trust & Risk team as a German-speaking Trust & Risk Agent! Based in a remote location, you'll provide front-line support to customers, resolving escalated trust and safety issues. You will de-escalate situations, investigate complex cases, and collaborate with other departments. This role requires fluency in German and English, experience in customer service or a related field, and a proactive problem-solving approach. Whatnot offers competitive compensation, including a flexible time-off policy, comprehensive health insurance, work-from-home support, and various other benefits.

Requirements

• 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
• Proactive problem-solver and process-improver
• Understanding of Ecommerce and Marketplace operations
• Experience with Customer facing systems like Zendesk, Kustomer, or Intercom

Responsibilities

• 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

Preferred Qualifications

• 4 year degree
• Experience with social media, parcel delivery, marketplace sellers, vendors, or fraud operations
• Knowledge of Collectibles

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 wellness allowance
• 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