Trust & Risk Agent

About Whatnot

Whatnot is a leading live shopping platform across North America and Europe, enabling users to buy, sell, and explore a vast range of items such as trading cards, fashion, electronics, and live plants. Our marketplace supports sellers growing real businesses in numerous categories, pioneering live commerce in the Western market without precedent. Our globally dispersed, values-driven team operates in hubs across the US, UK, Ireland, Poland, Germany, and Australia, moving quickly and focusing on impactful work to build a vibrant new industry.

Role Overview

As part of the Trust & Risk team, you will help maintain a trustworthy and safe environment for all Whatnot users. Working remotely but expected to live near the Dublin hub, you will act as frontline support for complex and sensitive trust-related user issues.

Key Responsibilities

• Handle inbound email inquiries concerning trust and safety challenges faced by users
• Calm and educate customers through clear communication to resolve conflicts and enhance platform safety
• Conduct detailed investigations into complex and sensitive Trust & Risk cases while preserving user satisfaction
• Act as the escalation point for issues demanding nuanced cultural and linguistic insight
• Collaborate cross-functionally to investigate outstanding questions and concerns
• Manage case backlogs effectively and track key operational performance metrics
• Uphold the company’s integrity and professionalism in all interactions
• Use data to inform decisions and monitor important metrics

Candidate Profile

• Comfortable adapting and learning quickly in a dynamic environment
• Action-oriented with genuine curiosity about product and user experience
• Customer service mindset driven to achieve optimal outcomes

Qualifications and Skills

• Preferred: Bachelor’s degree; minimum 2 years in Trust & Safety, customer service, user experience, or fulfillment roles
• Fluent in English; French language skills are an advantage
• Strong customer-focused attitude with proactive problem-solving abilities
• Availability to work during weekends
• Familiarity with social media, parcel delivery, marketplace seller operations, vendors or fraud investigation processes
• Understanding of ecommerce and marketplace functionalities
• Experience using customer service platforms such as Zendesk, Kustomer, or Intercom
• Knowledge of collectibles is beneficial

Benefits

• Generous holiday and paid time off policy
• Medical, dental, and vision insurance options
• Support for remote work including home office setup allowance
• Monthly stipends for cellphone, internet, and wellness expenses
• Childcare financial assistance and family planning benefits including adoption and fertility expenses
• Retirement plans with employer matching in the US and pension schemes internationally
• Monthly budget to support using the Whatnot app as a buyer and seller
• Paid parental leave: 16 weeks plus a gradual one-month return to work

Diversity and Inclusion

Whatnot strongly endorses equal opportunity employment, fostering a diverse and inclusive workforce by prohibiting discrimination on any legally protected grounds. We believe diverse backgrounds, skills, and experiences strengthen our culture and enhance our work.

Compensation

The salary range for this position is €35000 to €42500 per year.