Trust & Risk Agent (German Speaking)

TL;DR

Trust & Risk Agent (Ecommerce): Handling escalated trust and safety issues for German-speaking users with an accent on fraud investigation and customer de-escalation. Focus on resolving high-complexity cases, improving marketplace safety, and managing inbound support queues.

Location: Hybrid; must live within commuting distance of the Dublin hub (Ireland)

Salary: €35K – €42.5K + Equity

Company

The largest livestream shopping platform in North America and Europe enabling users to buy, sell, and discover items across hundreds of categories.

What you will do

• Provide inbound email support for German users experiencing trust and safety issues.
• Investigate high-complexity and sensitive Trust & Risk cases while maintaining customer satisfaction.
• De-escalate and educate customers to improve overall marketplace safety.
• Serve as the primary escalation point for issues requiring nuanced language and cultural understanding.
• Collaborate with other departments to research and resolve open questions.
• Manage a backlog of open issues and utilize data to make informed decisions.

Requirements

• Fluent in German and English.
• 2+ years of experience in Trust & Safety, customer service, user experience, or fulfillment.
• Weekend availability required.
• Experience with customer-facing systems like Zendesk, Kustomer, or Intercom.
• Understanding of Ecommerce and Marketplace operations.
• Must be based in or within commuting distance of the Dublin hub.

Nice to have

• 4-year degree.
• Knowledge of Collectibles.

Culture & Benefits

• Comprehensive health insurance including Medical, Dental, and Vision.
• Work From Home support with setup allowance and monthly phone/internet stipends.
• Wellness and annual childcare allowances.
• International pension plans and 16 weeks of paid parental leave.
• Budget for "dogfooding" the app to develop a deep understanding of the product.
• Generous holiday and time-off policy.