Trust & Safety Agent

TL;DR

Trust & Safety Agent (Trust & Risk): Maintain the safety and integrity of a livestream shopping marketplace by investigating suspicious behavior, enforcing policies, and handling sensitive customer cases with an accent on transaction-level risk reviews, SLA-driven investigations, and data-informed mitigation. Focus on protecting buyer/seller experience while communicating clearly with customers and collaborating across departments to resolve open issues.

Company

hirify.global is a livestream shopping platform for buying, selling, and discovering products across many categories.

What you will do

• Review potentially suspicious behavior daily and support policy enforcement to prevent financial losses.
• Conduct in-depth transaction-level reviews and investigate Trust & Risk cases with medium complexity and high sensitivity.
• Meet interdepartmental Service Level Agreements (SLAs) with timely, detailed, high-quality investigations.
• Communicate with customers via inquiries and provide inbound email/chat customer service for trust and risk issues.
• Identify trends from cases and metrics to propose stronger results and mitigation opportunities.
• Work through a backlog of open issues and monitor performance of key operations.

Requirements

• Availability to work weekends and holidays as needed.
• 1–5 years of experience in Trust & Safety, customer service, fraud operations, user experience, or fulfillment.
• Customer-first attitude and ability to act as a proactive problem-solver and process improver.
• Organized and detail-oriented approach to investigations and case handling.
• Experience with customer-facing support tools such as Zendesk, Kustomer, or Intercom.
• Must live within commuting distance of the Phoenix, Arizona hub.

Culture & Benefits

• Flexibility to work from home or from a global office hub, with in-person time valued for planning and problem-solving.
• Generous time off policy.
• Health insurance options (Medical, Dental, Vision).
• Work-from-home support including home office setup allowance and monthly cell phone/internet allowance.
• Retirement benefits: 401k in the US (employer match up to 4% of base salary) and international pension plans.
• Parental leave: 16 weeks paid parental leave plus gradual return to work.

Hiring process

• Not specified in the provided posting.

Location: Phoenix, AZ (must live within commuting distance of the Phoenix, Arizona hub); Remote

Salary: $24.04–$28.85 per hour; Offers Equity