Trust & Risk Agent (German Speaking)

TL;DR

Trust & Risk Agent (Ecommerce): Handling escalated trust and safety issues for German users to ensure marketplace safety with an accent on complex case investigation and customer de-escalation. Focus on resolving high-sensitivity fraud and risk cases while maintaining high customer satisfaction levels.

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

Salary: €35K – €42.5K + Equity

Company

The largest livestream shopping platform in North America and Europe for buying, selling, and discovering collectibles, fashion, and electronics.

What you will do

• Provide inbound email support for German users experiencing trust and safety issues.
• Investigate high-complexity and high-sensitivity Trust & Risk cases.
• 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 internal departments to research and resolve open questions.
• Utilize data and key metrics to make informed decisions and manage the issue backlog.

Requirements

• Fluent in German and English.
• Must reside within commuting distance of the Dublin hub.
• 2+ years of experience in Trust & Safety, customer service, UX, or fulfillment.
• Strong understanding of Ecommerce and Marketplace operations.
• Experience with customer-facing systems such as Zendesk, Kustomer, or Intercom.
• Weekend availability required.

Nice to have

• A 4-year university degree.
• Knowledge of collectibles.
• Experience with social media, parcel delivery, or fraud operations.

Culture & Benefits

• Comprehensive health insurance options (Medical, Dental, Vision).
• Work-from-home support including a setup allowance and monthly cell phone/internet stipends.
• Wellness and annual childcare allowances.
• International pension plans and 16 weeks of paid parental leave.
• Monthly budget to use the app as both a buyer and seller.
• Generous holiday and time-off policy.