Remote Trust & Safety Agent

Summary

Join Whatnot's Trust & Safety team as a Trust & Safety Agent to provide front-line support for customers in crisis, investigate cases with medium complexity, and work with other departments to research and resolve open questions.

Requirements

• 4 year degree is a plus
• 1 - 5 years of experience in customer service, user experience or fulfillment
• Positive Customer first attitude
• Proactive problem-solver and process-improver
• Experience with social media, parcel delivery, marketplace sellers, vendors, or fraud operations
• Understanding of E-commerce and Marketplace operations
• Experience with Customer facing systems like Zendesk, Kustomer, or Intercom
• Knowledge of Collectibles is a plus

Responsibilities

• Provide inbound email and chat-based customer service for users in crisis
• 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 & Safety 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

Benefits

• Flexible Time off Policy and holiday pay for working Company-wide Holidays
• 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 on both food and wellness
• Annual allowance towards Childcare
• Lifetime benefit for family planning, such as adoption or fertility expenses
• Retirement; 401k offering for Traditional and Roth accounts in the US (employer match up to 4% of base salary) and Pension plans internationally
• 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