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Trust and Safety Agent

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Whatnot

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Location:
United States , Phoenix

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Category:
Customer Service

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Contract Type:
Not provided

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Salary:

24.04 - 28.85 USD / Hour
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Job Description:

We are looking for Trust and Risk Agents to maintain the safety and integrity that powers our platform. You will work collaboratively to identify potential risks, enforce our policies, and protect the buyer and seller experience while assisting customers with sensitive cases. Your timely and detailed investigations will help safeguard our community and ensure fair, consistent outcomes for buyers and sellers.

Job Responsibility:

  • Work with the team on reviewing potentially suspicious behavior on a daily basis
  • Meet interdepartmental Service Level Agreements (SLAs) while ensuring high quality work product
  • Conduct in-depth transaction-level reviews
  • Discover and identify trends to present opportunities for stronger results and mitigation
  • Communicate with customers in response to inquiries related to trust and risk
  • Provide inbound email and chat-based customer service for users who need immediate assistance
  • Thoughtfully investigate Trust & Risk 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

Requirements:

  • Availability to work weekends required
  • Availability to work Holidays as needed
  • 4 year degree is a plus
  • 1 - 5 years of experience in Trust & Safety, customer service, fraud operations, user experience or fulfillment
  • Positive Customer first attitude
  • Proactive problem-solver and process-improver
  • Organized and detail oriented
  • Experience with social media, parcel delivery, marketplace sellers, vendors, payment processors and/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
  • Desire to enhance your career

Nice to have:

  • 4 year degree is a plus
  • Knowledge of Collectibles is a plus
What we offer:
  • Generous 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
  • 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

Additional Information:

Job Posted:
February 18, 2026

Employment Type:
Fulltime
Work Type:
Remote work
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