Trust & Risk Agent (German Speaking)

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

The Trust & Risk 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 & Risk Agent you will work as the front-line support, assisting customers with escalated & emergency issues related to the Whatnot platform.

• Provide inbound email support for users experiencing trust and safety issues
• 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 & Risk 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 utilise 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.

This role will suit someone 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:

• 4 year degree is a plus. 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
• 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

Compensation

€35,000/year to €42,500/year + benefits + equity.

The salary range may be inclusive of several levels that would be applicable to the position. Final salary will be based on a number of factors including, level, relevant prior experience, skills and expertise. This range is only inclusive of base salary, not benefits (more details below) or equity.
Benefits

• 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
  • 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, colour, 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.