Role Overview
As a Trust & Safety Agent, you’ll help maintain a secure and trustworthy environment on a rapidly growing livestream commerce platform. Your work will directly impact user safety, transaction integrity, and platform trust by investigating medium-complexity cases with high sensitivity. You'll balance enforcement with empathy, ensuring fair outcomes for both buyers and sellers.
Key Responsibilities
- Review and assess user behavior daily to identify potential risks and protect legitimate users
- Conduct detailed transaction reviews to detect fraud, policy violations, and suspicious patterns
- Respond promptly to customer inquiries via email and chat, providing clear and compassionate support
- Investigate trust and risk cases thoroughly while meeting quality and timing standards
- Collaborate with internal teams to resolve complex issues and clarify open questions
- Monitor case backlogs and operational performance to maintain efficiency
- Use data and metrics to inform decisions and recommend improvements
- Identify emerging trends to help strengthen platform safeguards
- Communicate professionally and represent the company in all interactions
Qualifications
You’re eligible if you’re completing your bachelor’s degree by December 2025 or Summer 2026, or have equivalent hands-on experience. We’re looking for someone with strong communication skills, a problem-solving mindset, and a genuine focus on customer needs.
Essential traits include the ability to manage multiple tasks efficiently, adapt quickly to new tools, and work collaboratively. Weekend availability is required to support platform operations.
Experience in customer service, retail, or hospitality is a plus. Familiarity with support platforms like Zendesk or Intercom is beneficial but not required.
Work Environment
This is a hybrid role based in Phoenix, AZ. Team members must live within commuting distance of the local hub. While we support remote work flexibility, we value in-person collaboration for planning and team connection.
Benefits
- Flexible time off and company-wide breaks
- Medical, dental, and vision insurance
- Work-from-home support, including a home office allowance
- Monthly stipends for internet, phone, wellness, and app usage
- Childcare and family planning benefits
- 401k with employer match up to 4% of base salary (US) or pension plans internationally
- 16 weeks of paid parental leave with a phased return option
- Employees are encouraged to use the platform regularly as both buyers and sellers
Culture & Values
We move quickly, prioritize impactful work, and stay close to our users and product. Our team values curiosity, action, and outcomes over recognition. We’re building with intention, learning as we go, and respecting diverse perspectives. Everyone is expected to contribute to a respectful, inclusive, and innovative environment.
Equal Opportunity
We are committed to equal employment opportunities. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, parental status, disability, or any other protected status under applicable law.
