Trust & Safety Agent

Posted Mar 25

Trust & Safety Agent (German Speaking)

🚀 Whatnot

Whatnot is a livestream shopping platform and marketplace backed by Andreessen Horowitz, Y Combinator, and CapitalG. We’re building the future of ecommerce, bringing together community, shopping and entertainment. We are committed to our values, and as a remote-first team, we operate out of hubs within the US, Canada, UK, Ireland, and Germany today.

We’re innovating in the fast-paced world of live auctions in categories including sports, fashion, video games, and streetwear. The platform couples rigorous seller vetting with a focus on community to create a welcoming space for buyers and sellers to share their passions with others.

And, we’re growing. Whatnot has been the fastest growing marketplace in the US over the past two years and we’re hiring forward-thinking problem solvers across all functional areas.

💻 Role

The Trust & Safety team is a high-impact team that ensures Whatnot is a safe and trusted platform for our buyers and sellers. As a German speaking Trust & Safety Agent you will work as the front-line support, assisting customers with highly escalated & emergency issues related to the Whatnot platform.

Provide inbound email customer service for users in crisis
De-escalate and educate customers through clear and accurate exchange of information that leads to a successful resolution and improved marketplace safety
Thoughtfully investigate Trust & Safety cases with high complexity and high 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
Efficiently work through a backlog of open issues and monitor performance of key operations
Represent the company with integrity and professionalism
Review key metrics and utilize data to make informed decisions

👋 You

Curious about who thrives at Whatnot? We’ve found that low ego, a growth mindset, and leaning into action and high impact goes a long way here.

A hungry individual looking to jump start their career in a fast paced environment. Someone willing to take on any role or task, learn new skills and be a part of building a great company. A customer service mentality with passion to reach the best possible outcome. Here’s what we’re hoping to see in your background:

Fluent German and English speaker, and familiarity of the DACH market
1- 5 years of experience in Trust & Safety, customer service, user experience or fulfilment
Positive Customer first attitude
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
Knowledge of Collectibles is a plus

🎁 Benefits

Flexible Time off Policy
Health Insurance options including Medical, Dental, Vision
Work From Home Support
$1,000* home office setup allowance
$150* monthly allowance for cell phone and internet
Care benefits
$450* monthly allowance on food
$500* monthly allowance for wellness
$5,000* annual allowance towards Childcare
$20,000* lifetime benefit for family planning, such as adoption or fertility expenses
Retirement
Pension plan
Parental Leave
16 weeks of paid parental leave + one month gradual return to work *company leave allowances run concurrently with country leave requirements which take precedence.

*Equivalent in local currency

💛 EOE

Whatnot is proud to be an Equal Opportunity Employer. We value diversity, and we do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, parental status, disability status, or any other status protected by local law. We believe that our work is better and our company culture is improved when we encourage, support, and respect the different skills and experiences represented within our workforce.