Remote Trust & Risk Agent — Frontline Support

Whatnot; Dublin; Hybrid; EUR 32,000 - 48,000; Full time

Benefits offered by this job

Generous holiday and time off

Health insurance options

Work from home support

Home office setup allowance

Monthly device/internet allowance

Parental leave benefits

Job summary

Whatnot is hiring a Trust & Risk Agent in Ireland to join a remote co-located team with a Dublin hub. You will be the front-line contact handling escalated trust issues, de-escalate cases, and collaborate with other teams to resolve complex questions while maintaining marketplace safety.

The role emphasizes customer-first service, strong English communication, and knowledge of ecommerce operations. Weekend availability and a proactive problem-solving mindset are valued.

Qualifications

• 4 year degree is a plus.
• 2+ 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

Weekend availability

Fluent English

Customer facing

Ecommerce knowledge

Problem solving

Fraud awareness

Education

4 year degree (bonus)

Tools

Zendesk

Kustomer

Intercom

Job description

Whatnot is hiring a Trust & Risk Agent in Ireland to join a remote co-located team with a Dublin hub. You will be the front-line contact handling escalated trust issues, de-escalate cases, and collaborate with other teams to resolve complex questions while maintaining marketplace safety.

The role emphasizes customer-first service, strong English communication, and knowledge of ecommerce operations. Weekend availability and a proactive problem-solving mindset are valued.