Trust & Risk Agent (E-commerce)

TL;DR

Trust & Risk Agent (E-commerce): Maintaining platform safety and integrity by identifying potential risks and enforcing policies with an accent on fraud prevention and user protection. Focus on conducting in-depth transaction reviews, investigating high-sensitivity cases, and identifying trends for risk mitigation.

Location: Must live within commuting distance of the Tokyo hub

Company

The largest livestream shopping platform in North America and Europe, blending community, shopping, and entertainment.

What you will do

• Review suspicious behavior daily to protect users and prevent financial losses.
• Conduct in-depth transaction-level reviews and meet interdepartmental SLAs.
• Investigate Trust & Risk cases of medium complexity and high sensitivity.
• Provide inbound email and chat-based customer service for urgent issues.
• Identify and present trends to improve risk mitigation and result strength.
• Collaborate with other departments to research and resolve open operational questions.

Requirements

• 1-5 years of experience in Trust & Safety, fraud operations, customer service, or fulfillment.
• Native Japanese and fluent English proficiency.
• Experience with customer-facing systems such as Zendesk, Kustomer, or Intercom.
• Strong understanding of E-commerce and Marketplace operations.
• Experience with payment processors, marketplace sellers, or fraud operations.
• Must be based within commuting distance of the Tokyo hub.

Nice to have

• 4-year college degree.
• Knowledge of the collectibles market.

Culture & Benefits

• Flexible time off policy, including company-wide spring and winter breaks.
• Comprehensive health insurance (medical, dental, vision) and pension plans.
• Home office setup allowance (¥140,000) and monthly allowances for phone, internet, and wellness.
• Significant family planning benefits (¥2,772,000 lifetime) and annual childcare allowance.
• 16 weeks of fully paid parental leave with a gradual return-to-work phase.