🚀 Join the Future of Commerce with Whatnot!
Whatnot is the largest livestream shopping platform in North America and Europe to buy, sell, and discover the things you love. We’re re-defining e-commerce by blending community, shopping, and entertainment into a community just for you. As a remote co-located team, we’re inspired by innovation and anchored in our values. With hubs in the US, UK, Ireland, Poland, and Germany, we’re building the future of online marketplaces—together.
From fashion, beauty, and electronics to rare collectibles like trading cards, comic books, and even live plants, our live auctions have something for everyone.
And we’re just getting started! As one of the fastest growing marketplaces, we’re looking for bold, forward-thinking problem solvers across all functional areas. Check out the latest Whatnot updates on our news and engineering blogs and join us as we enable anyone to turn their passion into a business, and bring people together through commerce.
💻 Role
We are looking for Trust & Safety Agents to help investigate suspicious and unsafe activity on the Whatnot platform. You will work collaboratively with the team to monitor and prevent unwanted behavior and ensure Whatnot is a safe and trusted platform for our buyers and sellers. Your timely and detailed investigations will help protect users and defend the company against financial losses, and you will assist customers with highly escalated & emergency issues related to the Whatnot platform.
You will:
Regularly work with the team on reviewing sources of suspicious behavior on a daily basis to support the company in protecting good users and preventing financial losses
Work quickly and thoroughly to meet interdepartmental Service Level Agreements (SLAs) while ensuring high quality work product
Conduct in-depth transaction-level reviews
Discover and identify trends and present opportunities for stronger results and mitigation
Communicate with customers in response to inquiries related to trust and safety
Provide inbound email and chat-based customer service for users in crisis
Thoughtfully investigate Trust & Safety cases with medium complexity and high sensitivity while maintaining customer satisfaction
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
Team members in this role are required to be within commuting distance of our Phoenix, Arizona hub.
👋 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:
Availability to work weekends required, and availability to work Holidays as needed
4 year degree is a plus.
1 - 5 years of experience in Trust & Safety, customer service, fraud operations, user experience or fulfillment.
Positive Customer first attitude.
Proactive problem-solver and process-improver.
Organized and detail oriented.
Experience with social media, parcel delivery, marketplace sellers, vendors, payment processors and/or fraud operations.
Understanding of E-commerce and Marketplace operations.
Experience with Customer facing systems like Zendesk, Kustomer, or Intercom.
Knowledge of Collectibles is a plus.
Desire to enhance your career.
💰Compensation
For Full-Time (Hourly) US based applicants: $24.04/hour to $28.85/hour + benefits + equity.
The hourly range may be inclusive of several levels that would be applicable to the position. The final hourly rate will be based on a number of factors including, level, relevant prior experience, skills and expertise. This range is only inclusive of the hourly rate, not benefits (more details below) or equity.
🎁 Benefits
Time Off: Receive 20 days of paid time off per year, with 5 days allocated per quarter
Health Insurance options including Medical, Dental, Vision
Work From Home Support
Home office setup allowance
Monthly allowance for cell phone and internet
Care benefits
Monthly allowance on wellness
Annual allowance towards Childcare
Lifetime benefit for family planning, such as adoption or fertility expenses
Retirement; 401k offering for Traditional and Roth accounts in the US (employer match up to 4% of base salary) and Pension plans internationally
Monthly allowance to dogfood the app
We expect all employees to actively use the product!
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.
💛 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.