As a Trust & Safety Agent, you’ll play a key role in protecting the integrity of a fast-growing livestream commerce platform. Your primary responsibility will be identifying and reviewing potentially risky behaviors, conducting transaction-level investigations, and resolving cases with care and precision. You'll work closely with internal teams to answer critical questions, improve processes, and reduce risk across the platform.
What You’ll Do
- Review user activity daily to detect suspicious behavior and protect legitimate users
- Investigate medium-complexity, high-sensitivity cases with attention to detail and empathy
- Respond to customer inquiries via email and chat, providing clear and timely support
- Analyze trends in user behavior to identify opportunities for stronger risk mitigation
- Collaborate across departments to resolve open issues and improve operational outcomes
- Monitor key performance metrics and use data to guide decisions
- Maintain high-quality work while meeting internal service standards and timelines
What We’re Looking For
- 1–5 years of experience in Trust & Safety, customer service, fraud prevention, or a related field
- Familiarity with e-commerce, marketplaces, payment systems, or parcel delivery operations
- Experience using customer support platforms such as Zendesk, Kustomer, or Intercom
- Strong organizational skills and a detail-oriented mindset
- Proactive approach to problem-solving and process improvement
- Customer-first attitude with the ability to balance policy enforcement and user experience
- Flexibility to work weekends and holidays as needed
Preferred Qualifications
- Four-year degree
- Knowledge of collectibles or niche marketplaces
- Interest in growing professionally within a scaling organization
Work Environment
This role is based in Phoenix, Arizona, with flexibility to work remotely or from one of our office hubs. You must live within commuting distance of the Phoenix area. The team values in-person collaboration for planning and problem-solving, while supporting remote work for focus and balance.
Benefits
- Generous paid time off
- Comprehensive health insurance (medical, dental, vision)
- Work-from-home support, including a home office setup allowance
- Monthly stipend for internet and mobile service
- Wellness, childcare, and family planning allowances
- 401k with employer match up to 4% of base salary (US) or pension plans internationally
- Monthly credit to use on the platform
- 16 weeks of paid parental leave with a one-month reintegration period
Our Culture
We value people who are curious, action-oriented, and focused on results. Team members thrive here when they’re comfortable learning on the fly, willing to take on any task, and deeply committed to the customer experience. We stay close to our product and the community that uses it, and we care more about impact than recognition.
Equal Opportunity
We are an Equal Opportunity Employer. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, parental status, disability, or other protected status under local law.
