Trust & Risk Agent at WhatNot

Dublin, County Dublin, Ireland

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€35,000 – €42,500Compensation

Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

E-commerce, Live Shopping, Online MarketplaceIndustries

Requirements

4 year degree is a plus
1-3 years of experience in Trust & Safety/Trust & Risk, customer service, user experience or fulfilment
Fluent English (French fluency is a plus)
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

Responsibilities

Provide inbound email support for 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

Skills

Key technologies and capabilities for this role

Trust and SafetyRisk InvestigationCustomer SupportEmail SupportDe-escalationCase ManagementCross-functional CollaborationCultural Sensitivity

Questions & Answers

Common questions about this position

What is the salary range for the Trust & Risk Agent position?

The salary range is €35K - €42.5K.

Is this role remote or does it require office work?

This is a remote co-located team with hubs in the US, UK, Germany, Ireland, and Poland.

What skills and experience are required for this role?

Required experience includes 1-3 years in Trust & Safety/Trust & Risk, customer service, user experience or fulfilment; fluent English (French a plus); positive customer-first attitude; weekend availability; and proactive problem-solving. A 4-year degree is a plus, along with experience in social media, parcel delivery, marketplace operations, or fraud.

What is the company culture like at Whatnot?

Whatnot values low ego, a growth mindset, leaning into action and high impact, and a customer service mentality in a fast-paced environment where team members take on any role to build a great company.

What makes a strong candidate for the Trust & Risk Agent role?

Strong candidates have 1-3 years of relevant experience in trust & safety, customer service, or related fields, fluent English, weekend availability, a proactive problem-solving attitude, and familiarity with ecommerce or marketplace operations.

WhatNot

Online marketplace for authentic collectibles

About WhatNot

Whatnot.com operates as an online marketplace dedicated to collectibles, particularly focusing on items like Funkos and FiGPiNs. The platform ensures that every collectible listed is 100% authentic through a rigorous verification process that includes hand authentication, providing trust and security for both buyers and sellers. It caters to collectors and enthusiasts who seek a reliable space to buy and sell rare and exclusive items from popular franchises such as Marvel Comics and Star Wars. Whatnot.com distinguishes itself from competitors by charging low fees on sales and offering seller protection, which guarantees prompt and secure payments. The company's goal is to create a trusted environment for the growing community of collectible enthusiasts, facilitating safe and easy transactions for unique items.

Marina del Rey, CaliforniaHeadquarters

2019Year Founded

$728.7MTotal Funding

SERIES_ECompany Stage

Consumer Software, Consumer GoodsIndustries

501-1,000Employees

Benefits

Competitive base salary and stock options

Unlimited Vacation Policy and No Meeting Holidays

Health Insurance options including Medical, Dental, Vision, Life, Short term disability & Long term Disability

Work From Home Support

Up to $500 monthly to spend within Whatnot App

Care benefits

Risks

Increased competition from TikTok Shop may impact Whatnot's market share.

The collectibles market's volatility could affect Whatnot's sales and inventory.

Expansion into new categories may dilute Whatnot's specialized brand identity.

Differentiation

Whatnot offers a unique marketplace for 100% authenticated collectible items.

The platform integrates live shopping with entertainment, enhancing user engagement.

Whatnot's partnerships with major franchises like Marvel boost its market appeal.

Upsides

Whatnot's $265M funding round supports expansion and new product categories.

The platform's collaboration with PSA enhances trust through integrated authentication services.

Rising interest in live shopping among younger demographics drives Whatnot's growth.

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