Director of Risk Management at Dominium leading comprehensive risk management functions. Responsible for insurance programs, claims management, and risk mitigation strategies across multiple locations.
About the role
- Trust & Risk Agent ensuring safety for users on the Whatnot platform. Assisting with escalated and emergency issues in a hybrid work environment.
Responsibilities
- 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
Requirements
- 4 year degree is a plus. 1- 3 years of experience in Trust & Safety/Trust & Risk, customer service, user experience or fulfilment
- Fluent English (French fluency is a plus)
- 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
Benefits
- Generous Holiday and 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
- Pension plans internationally
- Monthly allowance to dogfood the app
- 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.
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