Trust & Safety Agent (German Speaking)

🚀 Whatnot

Whatnot is a livestream shopping platform and marketplace backed by Andreessen Horowitz Y Combinator and CapitalG. We’re building the future of ecommerce bringing together community shopping and entertainment. We are committed to our values and as a remote-first team we operate out of hubs within the US Canada Ireland UK and Germany today.

We’re innovating in the fast-paced world of live auctions in categories including sports fashion video games and streetwear. The platform couples rigorous seller vetting with a focus on community to create a welcoming space for buyers and sellers to share their passions with others.

And we’re growing. Whatnot has been the fastest growing marketplace in the US over the past two years and we’re hiring forward-thinking problem solvers across all functional areas.

💻 Role

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

• Provide inbound email customer service for users in crisis

• 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 & Safety 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 utilize 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.

A hungry individual 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- 5 years of experience in Trust & Safety customer service user experience or fulfilment

• Fluent German and English speaker and familiarity of the DACH market

• Availability to work weekends and Holidays as needed

• Positive Customer first attitude

• 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

🎁 Benefits

• Flexible Time off Policy and holiday pay for working Company-wide Holidays

• Health Insurance options including Medical Dental Vision

• Work From Home Support

  • $1000 home office setup allowance

  • $150 monthly allowance for cell phone and internet

• Care benefits

  • $450 monthly allowance on food

  • $500 monthly allowance for wellness

  • $5000 annual allowance towards Childcare

  • $20000 lifetime benefit for family planning such as adoption or fertility expenses

• Retirement; Pension plan

• 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 color 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.