Trust & Risk Agent

About the company

Whatnot is a rapidly expanding live shopping marketplace operating across North America and Europe. The platform lets people discover, buy, and sell items they care about, spanning categories such as trading cards, fashion, electronics, and live plants. The business is helping define live commerce in the West at a scale without a proven template, and the team is actively shaping the future of this emerging industry.

The company works as a remote-co-located organization with teams based in hubs across the US, UK, Ireland, Poland, Germany, and Australia. The culture emphasizes speed, proximity to customers, and high-impact work.

Whatnot has also been recognized as the #1 Best Startup Employer in America by Forbes.

Role overview

The Trust & Risk function plays a critical role in keeping the platform safe and reliable for both buyers and sellers. In this position, you will act as a first-line support specialist handling escalated and urgent issues tied to trust, safety, and marketplace risk.

This role offers the flexibility to work from home or from a global office hub, while also valuing in-person collaboration for planning, problem-solving, and team connection. Team members must live within commuting distance of the Dublin hub.

What you will do

• Handle incoming email-based support requests from users facing trust and safety concerns.
• Calm difficult situations by communicating clearly, accurately, and in a way that helps resolve issues while improving marketplace safety.
• Investigate sensitive and complex Trust & Risk cases while protecting the customer experience.
• Act as the go-to escalation contact for situations that require strong awareness of language and cultural nuance.
• Coordinate with internal teams to gather information and close open questions.
• Work through a queue of unresolved cases efficiently while keeping an eye on operational performance.
• Represent the company in a professional and trustworthy manner at all times.
• Use data and key metrics to guide decisions and improve outcomes.

What we are looking for

Successful candidates are typically adaptable, action-oriented, and curious. The team values people who focus on results, work well in fast-moving environments, and are eager to learn while contributing wherever needed.

This opportunity is well suited to someone who wants to accelerate their career in a dynamic setting and has a strong customer service mindset with a drive to achieve the best possible resolution.

Requirements

• A four-year degree is preferred.
• 1 to 3 years of experience in Trust & Safety, Trust & Risk, customer service, user experience, or fulfilment.
• Strong English fluency; French fluency is an added advantage.
• A consistently customer-first attitude.
• Availability to work weekends.
• Strong initiative in solving problems and improving processes.
• Exposure to social media, parcel delivery, marketplace sellers, vendors, or fraud-related operations.
• Working knowledge of ecommerce and marketplace operations.
• Hands-on experience with customer support tools such as Zendesk, Kustomer, or Intercom.
• Knowledge of collectibles is beneficial.

Benefits

• Generous holiday allowance and time-off policy.
• Medical, dental, and vision insurance options.
• Support for home-based work.
• Home office setup allowance.
• Monthly allowance for phone and internet expenses.
• Care-related benefits.
• Monthly wellness allowance.
• Annual childcare allowance.
• Lifetime support for family planning needs, including adoption or fertility-related expenses.
• Retirement support, including a 401(k) in the US with traditional and Roth options and employer matching up to 4% of base salary, plus pension plans internationally.
• Monthly allowance to use the app.
• Employees are expected to build a deep understanding of the product by using the platform as both a buyer and a seller.
• Paid parental leave.
• 16 weeks of paid parental leave plus one month of gradual return to work, subject to local legal leave requirements where applicable.

Equal opportunity

The company is an equal opportunity employer and values a diverse workforce. Hiring decisions are made without discrimination based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, parental status, disability, or any other status protected by local law.

Compensation

The salary range for this role is €35,000 to €42,500 per year.