About the job
Embrace the Evolution of E-Commerce with Whatnot!
Whatnot stands as the premier live shopping platform across North America and Europe, dedicated to helping you buy, sell, and uncover the items you cherish. We're revolutionizing online commerce by merging community, shopping, and entertainment into a vibrant ecosystem tailored just for you. With a remote co-located team, our inspiration springs from innovation, firmly rooted in our core values. Our hubs span the US, UK, Germany, Ireland, and Poland, as we collectively shape the future of online marketplaces.
From fashion and beauty to electronics and collectibles like trading cards and comic books, our live auctions cater to diverse interests.
And we’re just getting started! As one of the fastest-growing marketplaces, we seek bold, innovative problem solvers across all functions. Stay updated with Whatnot through our news and engineering blogs and join us in empowering individuals to turn their passions into businesses while fostering community through commerce.
Role Overview
The Trust & Risk team plays a pivotal role in ensuring Whatnot remains a secure and trustworthy platform for our buyers and sellers. As a Trust & Risk Agent, you will be the frontline support, addressing escalated and urgent customer issues related to the Whatnot platform.
Offer responsive email support for our German-speaking users confronting trust and safety challenges.
De-escalate customer concerns while imparting knowledge through clear communication that leads to successful resolutions and enhances marketplace safety.
Conduct thorough investigations into complex and sensitive Trust & Risk cases, ensuring high levels of customer satisfaction.
Act as the escalation point for issues requiring in-depth cultural and linguistic understanding.
Collaborate with various departments to address and resolve outstanding issues.
Manage a backlog of open cases efficiently while monitoring key operational metrics.
Represent Whatnot with utmost integrity and professionalism.
Review and analyze key metrics to make informed operational decisions.
