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Responsibilities
Whatnot is the largest live shopping platform in North America and Europe to buy, sell, and discover the things you love. Whether it's trading cards, fashion, electronics, or live plants, our sellers are building real businesses across hundreds of categories. We're building live commerce at a scale that's never been done in the West, and there's no playbook to copy. The people here are shaping how an entirely new industry develops.As a remote co-located team, we're inspired by our values and anchored in hubs across the US, UK, Ireland, Poland, Germany, and Australia. We move fast, stay close to our users, and focus on the work that drives the most impact.RoleThe Trust & Safety team is responsible for maintaining the safety and integrity that powers our platform. You will work collaboratively to identify potential risks, enforce our policies, and protect the buyer and seller experience while assisting customers with sensitive cases. Your timely and detailed investigations will help safeguard our community and ensure fair, consistent outcomes for buyers and sellers.You will:Regularly work with the team on reviewing potentially suspicious behavior on a daily basis to support the company in protecting good users and preventing financial lossesWork quickly and thoroughly to meet interdepartmental Service Level Agreements (SLAs) while ensuring high quality work productConduct in-depth transaction-level reviewsDiscover and identify trends to present opportunities for stronger results and mitigationCommunicate with customers in response to inquiries related to trust and riskProvide inbound email and chat-based customer service for users who need immediate assistanceThoughtfully investigate Trust & Risk cases with medium complexity and high sensitivity while maintaining customer satisfactionWork with other departments to research and resolve open questionsEfficiently work through a backlog of open issues and monitor performance of key operationsRepresent the company with integrity and professionalismReview key metrics and utilize data to make informed decisionsWe offer flexibility to work from home or from one of our global office hubs, and we value in-person time for planning, problem-solving, and connection. Team members in this role must live within commuting distance of our Phoenix, AZ hub.YouPeople who do well at Whatnot tend to be comfortable figuring things out as they go, biased toward action, and genuinely curious about what they're building. They care more about outcomes than credit and stay close to the product and the people using it.As our next Trust & Safety Agent, you’re excited to jump-start your career in a fast-paced environment. You’re eager to take on new challenges, learn new skills, and pitch in wherever needed as part of building a great company. You bring a strong customer-first mindset and a passion for finding the best possible outcome, along with:A bachelor’s degree (Graduating in Dec 2025 or by Summer 2026) in any field or equivalent practical experienceStrong communication skills, you can explain things clearly and compassionatelyA customer-first attitude and a desire to solve problems with ownershipAbility to multitask and learn new systems quicklyA team player mindset with a drive to improve processesInternship or part-time experience in customer service, retail, hospitality, or support is preferred.Exposure to support tools (e.g., Zendesk, Intercom) is a plusWeekend availability requiredBenefitsFlexible Time off Policy and Company-wide Holidays (including a spring and winter break)Health Insurance options including Medical, Dental, VisionWork From Home SupportHome office setup allowanceMonthly allowance for cell phone and internetCare benefitsMonthly allowance for wellnessAnnual allowance towards ChildcareLifetime benefit for family planning, such as adoption or fertility expensesRetirement; 401k offering for Traditional and Roth accounts in the US (employer match up to 4% of base salary) and Pension plans internationallyMonthly allowance to dogfood the appAll Whatnauts are expected to develop a deep understanding of our product. We're passionate about building the best user experience, and all employees are expected to use Whatnot as both a buyer and a seller as part of their job (our dogfooding budget makes this fun and easy!).Parental Leave16 weeks of paid parental leave + one month gradual return to work *company leave allowances run concurrently with country leave requirements which take precedence.
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