Trust & Risk Agent (German Speaking)

Job Description

Whatnot is seeking a German-speaking Trust & Risk Agent to join their Trust & Risk team. This team ensures Whatnot is a safe and trusted platform for buyers and sellers. The agent will provide front-line support, assisting customers with escalated issues related to the Whatnot platform.

The role involves:

• Providing inbound email support for users experiencing trust and safety issues.
• De-escalating and educating customers through clear and accurate exchange of information.
• Investigating Trust & Risk cases with high complexity and sensitivity.
• Serving as the escalation point for issues requiring nuanced understanding of language and culture.
• Working with other departments to research and resolve open questions.
• Efficiently working through a backlog of open issues and monitoring performance of key operations.
• Representing the company with integrity and professionalism.
• Reviewing key metrics and utilise data to make informed decisions.

Whatnot requires:

• 1-3 years of experience in Trust & Safety/Trust & Risk, customer service, user experience or fulfillment
• Fluent German and English speaker, with familiarity of the DACH market
• Positive Customer first attitude
• Weekend availability required
• Proactive problem-solver and process-improver
• Understanding of Ecommerce and Marketplace operations
• Experience with Customer facing systems like Zendesk, Kustomer, or Intercom

Whatnot offers:

• Flexible Time off Policy
• 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 for wellness
• Annual allowance towards Childcare
• Lifetime benefit for family planning, such as adoption or fertility expenses
• Retirement; Pension plan
• Monthly allowance to dogfood the app
• Parental Leave