Responsibilities
- Respond to inbound emails from users facing trust and safety issues.
- De-escalate situations and educate customers through clear, accurate communication to achieve successful resolutions and enhance marketplace safety.
- Conduct thorough investigations of highly complex and sensitive Trust & Risk cases while ensuring customer satisfaction.
- Act as the escalation point for issues requiring a nuanced understanding of language and culture.
- Collaborate with other departments to research and resolve outstanding questions.
- Efficiently manage a backlog of open issues and monitor key operational performance.
- Represent the company with integrity and professionalism.
- Review key metrics and use data to make informed decisions.
Requirements
- At least 2 years of experience in Trust & Safety, Trust & Risk, customer service, user experience, or fulfillment.
- Fluent in English.
- Positive, customer-first attitude.
- Must be available on weekends.
- Proactive problem-solver and process improver.
- Experience with customer-facing systems such as Zendesk, Kustomer, or Intercom.
Nice to Have
- A 4-year degree is a plus.
- French fluency is a plus.
- Experience with social media, parcel delivery, marketplace sellers, vendors, or fraud operations.
- Understanding of ecommerce and marketplace operations.
- Knowledge of collectibles is a plus.
Benefits
- Generous holiday and time off policy.
- Health insurance options including medical, dental, and 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: 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.
- Parental leave: 16 weeks of paid parental leave plus one month gradual return to work.
Compensation
Not specified
Work Arrangement
Not specified
Team
Not specified
Other
- Fluent English required; French fluency is a plus.
- Weekend availability required.
- Team members in this role must live within commuting distance of our Dublin hub.
Not specified
