Trust & Risk Agent

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

Join the Future of Commerce with Whatnot!

Whatnot is the largest live shopping platform in North America and Europe to buy, sell, and discover the things you love. Whether it's trading cards, fashion, electronics, or live plants, our sellers are building real businesses across hundreds of categories. We're building live commerce at a scale that's never been done in the West, and there's no playbook to copy. The people here are shaping how an entirely new industry develops.

As a remote co-located team, we're inspired by our values and anchored in hubs across the US, UK, Ireland, Poland, Germany, and Australia. We move fast, stay close to our users, and focus on the work that drives the most impact.

We're one of the fastest growing marketplaces and were recently named the #1 Best Startup Employer in America by Forbes. Check out the latest Whatnot updates on our news and engineering blogs and join us as we enable anyone to turn their passion into a business and bring people together through commerce.

Role

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

• 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

We offer flexibility to work from home or from one of our global office hubs, and we value in-person time for planning, problem-solving, and connection. Team members in this role must live within commuting distance of our Dublin hub.

You

People who do well at Whatnot tend to be comfortable figuring things out as they go, biased toward action, and genuinely curious about what they're building. They care more about outcomes than credit and stay close to the product and the people using it.

This role will suit someone 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:

• 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

Benefits

• Generous Holiday and Time off Policy




• 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 for 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

  
  
  
  

  • All Whatnauts are expected to develop a deep understanding of our product. We're passionate about building the best user experience, and all employees are expected to use Whatnot as both a buyer and a seller as part of their job (our dogfooding budget makes this fun and easy!).

  
  
  
  



• 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.

  
  
  
  

Please note: Whatnot will only contact you through official @whatnot.com email addresses. If you see an email impersonating a Whatnot recruiter, please disregard and report it as spam.

EEO

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.