Trust & Risk Agent, Japan

Whatnot
Tokyo
Workplace: RemoteFull timeFunction: Legal, Risk & ComplianceExperience: 1-5 yearsSkills: ["Customer service mentality","Proactive problem-solving","Process improvement","Attention to detail","Integrity"]

Maintain the safety and integrity of a live commerce marketplace by reviewing suspicious behavior, conducting transaction-level investigations, and enforcing trust policies. Meet SLA targets with high-quality casework while supporting buyers and sellers through sensitive trust & risk issues. Provide inbound email and chat-based customer service, communicate with users, identify trends for mitigation, and collaborate cross-functionally to resolve open questions.

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FursaFursa
Whatnot
Whatnot
3 months ago

Trust & Risk Agent, Japan

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Source: Company careers pageValidated by: Fursa AI
Last checked: 59 minutes agoStatus: Live

Job Summary

Maintain the safety and integrity of a live commerce marketplace by reviewing suspicious behavior, conducting transaction-level investigations, and enforcing trust policies. Meet SLA targets with high-quality casework while supporting buyers and sellers through sensitive trust & risk issues. Provide inbound email and chat-based customer service, communicate with users, identify trends for mitigation, and collaborate cross-functionally to resolve open questions.
Location: Tokyo
Workplace: Remote
Employment Type: Full time
Job Function: Legal, Risk & Compliance

Key Responsibilities

  • •Review potentially suspicious behavior daily and investigate trust & risk cases with medium complexity and high sensitivity.
  • •Conduct transaction-level reviews, work through a backlog of open issues, and monitor key operational performance metrics.
  • •Communicate with customers on trust and risk inquiries and provide inbound email and chat-based customer service for immediate assistance.
  • •Meet interdepartmental SLA targets while ensuring high quality work product.
  • •Identify trends to improve results and mitigation, and collaborate with other departments to research and resolve open questions.

Pay and Benefits

Perks:Health InsuranceDentalVisionRemote WorkHome OfficeCell PhoneInternetWellness StipendChildcare401kParental Leave

Key Requirements

  • •1-5 years of experience in Trust & Safety, customer service, fraud operations, user experience, or fulfillment.
  • •Fluency in English and native Japanese.
  • •A customer-first attitude with a proactive, process-improving mindset.
  • •Strong organization and attention to detail for high-quality, timely investigations.
  • •Experience with customer-facing systems such as Zendesk, Kustomer, or Intercom (4-year degree is a plus).
Experience:1-5 yearsE-commerceMarketplaceFraud operations
Skills:Customer service mentalityProactive problem-solvingProcess improvementAttention to detailIntegrity
Languages:EnglishJapanese
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