Remote German Trust & Risk Specialist

Whatnot; Dublin; Hybrid; EUR 40,000 - 60,000; Full time

Benefits offered by this job

Health Insurance

Work From Home Support

Home office setup allowance

Monthly phone & Internet allowance

Wellness stipend

Childcare allowance

Parental leave

401k / Pension plans

Dogfood budget

Job summary

Whatnot is seeking a Trust & Risk Agent to support German users and uphold marketplace safety from our Dublin hub. The role involves customer-facing inquiries, escalating complex cases, and cross-functional collaboration to resolve issues with integrity.

Ideal candidates will be fluent in German and English, have 2+ years in Trust & Safety or related fields, and be comfortable with weekend availability. We offer flexible work-from-home options within a hybrid setup and a dynamic, fast-growing

Qualifications

• 4 year degree is a plus.
• 2+ years of experience in Trust & Safety/Trust & Risk, customer service, user experience or fulfilment.
• Fluent in German and English
• 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 German 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

Fluent in German

Fluent in English

Customer service mindset

Proactive problem-solver

Weekend availability

Cultural understanding

Education

Bachelor's degree preferred

Tools

Zendesk

Kustomer

Intercom

Job description

Whatnot is seeking a Trust & Risk Agent to support German users and uphold marketplace safety from our Dublin hub. The role involves customer-facing inquiries, escalating complex cases, and cross-functional collaboration to resolve issues with integrity.

Ideal candidates will be fluent in German and English, have 2+ years in Trust & Safety or related fields, and be comfortable with weekend availability. We offer flexible work-from-home options within a hybrid setup and a dynamic, fast-growing