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 our French 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.
Skills
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 in French and English
* 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
* Generous Holiday and 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
* Pension plans internationally
* Monthly allowance to dogfood the app
* All Whatnauts are expected to develop a deep understanding of our product. We are 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
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.
Compensation Range: €35K - €42.5K
Seniority level
* Entry level
Employment type
* Full-time
Job function
* Sales and Business Development
* Industries: Technology, Information and Internet
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