Trust & Safety Agent

The Trust & Safety team is a high-impact team that ensures Whatnot is a safe and trusted platform for our buyers and sellers. As a Trust & Safety Agent you will work as the front-line support, assisting customers with highly escalated & emergency issues related to the Whatnot platform.

• Provide inbound email and chat-based customer service for users in crisis.
• 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 & Safety 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.

This role may include exposure to disturbing content or graphic and egregious harm. Experience in content moderation that includes review of graphic content is preferred

Team members in this role are required to be within commuting distance of our Phoenix, AZ hub.

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.

A hungry individual 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:

• Open to evening shifts (1-10pm PST)
  
• Availability to work weekends and Holidays as needed
• 4 year degree is a plus. 1 - 5 years of experience in customer service, user experience or fulfillment.
• Positive Customer first attitude.
• Proactive problem-solver and process-improver.
• Experience with social media, parcel delivery, marketplace sellers, vendors, 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.

💰Compensation

For Full-Time (Hourly) US based applicants: $28.85/hour + benefits + stock options

The hourly range may be inclusive of several levels that would be applicable to the position. The final hourly rate will be based on a number of factors including, level, relevant prior experience, skills and expertise. This range is only inclusive of the hourly rate, not benefits (more details below) or equity in the form of stock options.

🎁 Benefits

• Flexible Time off Policy and holiday pay for working Company-wide Holidays
• 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 on both food and wellness
  • Annual allowance towards Childcare
  • Lifetime benefit for family planning, such as adoption or fertility expenses
• Retirement; 401k offering for Traditional and Roth accounts in the US (employer match up to 4% of base salary) and Pension plans internationally
• Monthly allowance to dogfood the app
• Parental Leave
  • 16 weeks of paid parental leave + one month gradual return to work *company leave allowances run concurrently with country leave requirements which take precedence.

💛 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.