Trust & Safety Agent

Whatnot
Phoenix
Workplace: RemoteFull timeUSD 24.04 - 28.85 hourlyFunction: Customer Support (Service Desk)Experience: 1-5 yearsEducation: bachelorsSkills: ["Problem-solving","Process improvement","Customer-first"]

Maintain trust and safety across a live shopping marketplace by reviewing potentially suspicious activity, conducting transaction-level investigations, and enforcing platform policies. Respond to customer inquiries via email and chat, handle sensitive trust & risk cases, and collaborate across teams to resolve issues. Monitor key metrics, meet SLA-driven investigation timelines, and identify trends to improve outcomes and mitigate financial loss.

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FursaFursa
Whatnot
Whatnot
5 months ago

Trust & Safety Agent

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Source: Company careers pageValidated by: Fursa AI
Last checked: 1 hour agoStatus: Live

Job Summary

Maintain trust and safety across a live shopping marketplace by reviewing potentially suspicious activity, conducting transaction-level investigations, and enforcing platform policies. Respond to customer inquiries via email and chat, handle sensitive trust & risk cases, and collaborate across teams to resolve issues. Monitor key metrics, meet SLA-driven investigation timelines, and identify trends to improve outcomes and mitigate financial loss.
Location: Phoenix
Workplace: Remote
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Review potentially suspicious behavior daily to protect good users and prevent financial losses.
  • •Investigate trust & risk cases and conduct in-depth transaction-level reviews while maintaining customer satisfaction.
  • •Provide inbound email and chat-based customer service for users needing immediate assistance.
  • •Work with other departments to research and resolve open questions.
  • •Monitor key metrics, manage a backlog of open issues, and meet interdepartmental SLA quality requirements.

Pay and Benefits

Salary: USD 24.04 - 28.85 hourly
Perks:Health Insurance401k

Key Requirements

  • •Availability to work weekends required and availability to work Holidays as needed.
  • •1–5 years of experience in Trust & Safety, customer service, fraud operations, user experience, or fulfillment.
  • •Positive customer-first attitude and strong customer service mentality.
  • •Experience with customer-facing systems such as Zendesk, Kustomer, or Intercom.
  • •Ability to proactively solve problems, improve processes, and work with high attention to detail.
Experience:1-5 yearsFraud operationsE-commerceMarketplaceCustomer service
Education:Bachelor's
Skills:Problem-solvingProcess improvementCustomer-first
Tech Stack:ZendeskKustomerIntercom

Company Brief

Whatnot
Whatnot is a live-stream shopping marketplace connecting sellers and collectors for trading cards, toys, and collectibles. The platform hosts live auctions and interactive streams, enabling creators and small businesses to sell directly to engaged communities.
Industry: Online Marketplaces
Company Size: Large (251 to 1,000 employees)
Growth: Scaleup
Valuation: Unicorn (USD 1B+)
Funding: Series D
Headquarters: United States
Founded: 2019
WebsiteLinkedIn