Trust & Risk Agent

🚀 Whatnot

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.

We’re innovating in the fast-paced world of live auctions from fashion, beauty, electronics to collectibles like trading cards, comic books, and even live plants. Whatnot has something for everyone.

And, we’re growing. Whatnot has been one of the fastest growing marketplaces and we’re hiring forward-thinking problem solvers across all functional areas.

💻 Role

We are looking for Trust and Risk Agents to help investigate suspicious and unsafe activity on the Whatnot platform. You will work collaboratively with the team to monitor and prevent unwanted behavior and ensure Whatnot is a safe and trusted platform for our buyers and sellers. Your timely and detailed investigations will help protect users and defend the company against financial losses, and you will assist customers with highly escalated & emergency issues related to the Whatnot platform.

You will:

• Regularly work with the team on reviewing sources of suspicious behavior on a daily basis to support the company in protecting good users and preventing financial losses
• Work quickly and thoroughly to meet interdepartmental Service Level Agreements (SLAs) while ensuring high quality work product
• Conduct in-depth transaction-level reviews 
• Discover and identify trends and 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 in crisis
• 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

Team members in this role are required to be within commuting distance of our Phoenix, Arizona hub.

👋 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.

A hungry individual 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:

• Availability to work weekends required, and availability to work Holidays as needed
• 4 year degree is a plus. 1 - 5 years of experience in 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.

💰Compensation

For Full-Time (Hourly) US based applicants: $24.04/hour to $28.85/hour + benefits + equity.

The hourly range may be inclusive of several levels that would be applicable to the position. The final hourly rate will be based on a number of factors including, level, relevant prior experience, skills and expertise. This range is only inclusive of the hourly rate, not benefits (more details below) or equity.

🎁 Benefits 

• Flexible Time off Policy and 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 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.

💛 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.