Trust & Risk Agent

TL;DR

Trust & Risk Agent (Trust & Safety): Ensuring platform safety and resolving escalated customer issues for a high-growth livestream shopping marketplace with an accent on sensitive case investigation and de-escalation. Focus on maintaining marketplace integrity, improving user experience, and collaborating across departments to resolve complex trust and risk challenges.

Location: Must live within commuting distance of our Dublin hub (Hybrid role).

Salary: €35,000 – €42,500 + Equity.

Company

hirify.global is the largest livestream shopping platform in North America and Europe, enabling users to buy, sell, and discover unique 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 resolutions and improved safety.
• Investigate complex and sensitive Trust & Risk cases with high attention to detail.
• Serve as an escalation point for issues requiring nuanced cultural and language understanding.
• Collaborate with other departments to research and resolve open questions.
• Monitor key performance metrics and utilize data to drive informed decision-making.

Requirements

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

Nice to have

• 4-year degree.
• Knowledge of collectibles.
• Fluency in French.

Culture & Benefits

• Generous holiday and time-off policy.
• Comprehensive health insurance (Medical, Dental, Vision).
• Home office setup and monthly internet/cell phone allowances.
• Wellness, childcare, and family planning benefits.
• 16 weeks of paid parental leave with a gradual return-to-work program.
• Monthly allowance to shop on the platform (dogfooding).