Trust and Safety Specialist (Ecommerce)

TL;DR

Trust and Safety Specialist (Ecommerce/Fraud): Investigating suspicious activity and preventing fraud to protect the global music gear marketplace with an accent on transaction monitoring and case management. Focus on identifying potential abuse, handling chargebacks, and resolving policy violations.

Location: Hybrid in Chicago, IL (Office attendance required once a week on Tuesdays)

Salary: $44,000 – $57,000 per year

Company

hirify.global is the largest online marketplace dedicated to buying and selling new, used, and vintage musical instruments.

What you will do

• Monitor real-time transaction queues to flag suspicious activity based on established guidelines.
• Investigate transactions, listings, and account behavior to identify fraud, abuse, and policy violations.
• Manage fraud, dispute, and policy cases from intake through resolution.
• Support chargeback and dispute workflows by gathering evidence and preparing cases.
• Respond to customer tickets regarding fraud or policy issues using Zendesk.
• Collaborate with Trust & Safety and Customer Experience teams to share case information and resolve issues.

Requirements

• 0–2 years of experience in Trust & Safety, Fraud Operations, Risk, or Customer Support.
• Strong attention to detail and ability to follow structured processes across multiple cases.
• Clear written and verbal communication skills for documentation and customer responses.
• Proficiency with Google Sheets, Excel, and willingness to learn Zendesk.
• Availability to work weekends and/or select holidays.
• Must be based in Chicago and able to work from the office once a week.

Nice to have

• Familiarity with fraud detection tools, payment risk concepts, or chargeback processes.
• Exposure to marketplace or e-commerce environments.
• Interest in or knowledge of music gear.

Culture & Benefits

• 100% paid premiums for medical, dental, and vision coverage for employees and eligible dependents.
• Matching 401(k), life, AD&D, and supplemental disability insurance.
• Generous PTO policy including vacation, sick/mental health days, and 13 total holidays.
• 18 weeks of gender-neutral parental leave and up to $25,000 for adoption/surrogacy expenses.
• Professional development via mentoring, 1:1 coaching, and Skillsoft.
• Paid sabbatical program and annual work/life stipend.