Trust & Risk Agent

🕒 May 21

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Whatnot

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2021

🏪 Marketplace

🛍️ eCommerce

💰 $260M Series D on 2022-07

Marketplace • eCommerce

Whatnot is a dynamic online marketplace platform that facilitates live shopping experiences. Users can buy, sell, and discover products they love, engaging in a community-driven environment through live shows. Whatnot ensures a secure shopping experience by vetting sellers and offering protection for unsatisfactory purchases. The company values privacy, providing consent management tools for their users to control cookie usage and personal data processing.

📋 Description

• Regularly work with the team on reviewing potentially 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 to 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 who need immediate assistance • 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

🎯 Requirements

• 4 year degree is a plus. • 1 - 5 years of experience in Trust & Safety, customer service, fraud operations, user experience or fulfillment. • Fluent in English and native Japanese • 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.

🏖️ 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 • ¥140,000 home office setup allowance • ¥20,750 monthly allowance for cell phone and internet • ¥69,500 monthly allowance for wellness • ¥14,000 monthly allowance for commuter expenses • ¥693,000 annual allowance towards Childcare • ¥2,772,000 lifetime benefit for family planning, such as adoption or fertility expenses • 16 weeks of fully paid parental leave + one month gradual return to work (in addition to any local statutory leave allowances. Company leave allowances run concurrently with country leave requirements which take precedence). • Pension plans