Trust & Risk Agent (Ecommerce)

TL;DR

Trust & Risk Agent (Ecommerce): Providing front-line support for trust and safety issues on a livestream shopping platform with an accent on case investigation and customer de-escalation. Focus on resolving high-complexity safety cases and maintaining marketplace integrity.

Location: Must live within commuting distance of the Dublin hub (Ireland)

Salary: €35K – €42.5K + Equity

Company

hirify.global is the largest livestream shopping platform in North America and Europe for buying, selling, and discovering items across hundreds of categories.

What you will do

• Provide inbound email support for users experiencing trust and safety issues.
• De-escalate and educate customers to ensure successful resolution and improved marketplace safety.
• Investigate high-complexity and high-sensitivity Trust & Risk cases.
• Serve as an escalation point for issues requiring nuanced language and cultural understanding.
• Collaborate with other departments to research and resolve open questions.
• Monitor performance of key operations and utilize data to make informed decisions.

Requirements

• 1-3 years of experience in Trust & Safety, customer service, user experience, or fulfilment.
• Fluent English (French fluency is a plus).
• Weekend availability required.
• Understanding of Ecommerce and Marketplace operations.
• Experience with customer-facing systems like Zendesk, Kustomer, or Intercom.
• Must be based in or within commuting distance of Dublin, Ireland.

Nice to have

• 4 year degree.
• Knowledge of Collectibles.

Culture & Benefits

• Health insurance options including Medical, Dental, and Vision.
• Work From Home support with home office, cell phone, and internet allowances.
• Wellness, childcare, and family planning benefits (adoption or fertility expenses).
• International pension plans and a generous holiday policy.
• 16 weeks of paid parental leave.
• Monthly dogfooding budget to use the app as a buyer and seller.