Trust & Risk Agent (French Speaking)

TL;DR

Trust & Risk Agent (Customer Support): Providing front-line support for French-speaking users experiencing trust and safety issues on the hirify.global platform with an accent on de-escalation, investigation, and resolution of complex cases. Focus on maintaining customer satisfaction, ensuring marketplace safety, and utilizing data for informed decision-making.

Location: Must live within commuting distance of the Dublin hub.

Salary: €35K – €42.5K

Company

hirify.global is the largest livestream shopping platform in North America and Europe to buy, sell, and discover the things you love.

What you will do

• Provide inbound email support for French users experiencing trust and safety issues.
• De-escalate and educate customers through clear and accurate exchange of information.
• Investigate Trust & Risk cases with high complexity and sensitivity while maintaining customer satisfaction.
• Serve as the escalation point for issues requiring nuanced understanding of language and culture.
• Work with other departments to research and resolve open questions.
• Review key metrics and utilise data to make informed decisions.

Requirements

• 4 year degree is a plus. 1- 3 years of experience in Trust & Safety/Trust & Risk, customer service, user experience or fulfilment
• Fluent in French and English
• Positive Customer first-attitude
• Weekend availability required
• Proactive problem-solver and process-improver
• Experience with social media, parcel delivery, marketplace sellers, vendors, or fraud operations
• Understanding of Ecommerce and Marketplace operations
• Experience with Customer facing systems like Zendesk, Kustomer, or Intercom

Nice to have

• Knowledge of Collectibles is a plus

Culture & Benefits

• Generous Holiday and Time off Policy
• Health Insurance options including Medical, Dental, Vision
• Work From Home Support with home office setup and monthly allowance for cell phone and internet
• Care benefits including monthly allowance for wellness and annual allowance towards Childcare
• Pension plans internationally
• Monthly allowance to dogfood the app