Trust & Safety Agent Etsy
THIS JOB HAS EXPIRED Trust and Safety Agents work with a team of risk specialists to ensure the quality and integrity of Etsy?s marketplace.
Etsy is seeking Trust and Safety Agents to join our Trust and Safety team. Our ideal candidates are passionate, creative, hard working and multi-lingual people who can help provide exceptional support to our members. This full-time position is based in Hudson, NY.
About the Team
Trust and Safety protects the quality of Etsy?s expanding marketplace by communicating and enforcing site policies to ensure that shop owners follow Etsy's criteria for what can be sold on our site. We maintain a safe buying and selling environment by effectively enforcing buyer and seller protection policies, reviewing transaction disputes and providing exceptional support after difficult customer experiences. Agents are passionate about preventing violations of policy, improving user experience, and work well in a fast-paced, cross-functional, and team oriented environment while demonstrating the ability to get things done in ambiguous situations.
About the Job
On a daily basis, Trust and Safety Agents protect Etsy by mediating disputes, conducting transaction reviews, investigating, analyzing and representing chargebacks, and vetting prospective and existing sellers for credit risk. In addition, Agents will analyze larger activity patterns to develop and modify fraud detection rules and systems.
This is a cross-disciplinary position that requires Agents to possess exceptional judgment, well-developed critical thinking and communication skills, and the ability to operate in ambiguous and unfamiliar situations. Because of the sensitive nature of this position, candidates must pass a background check prior to appointment.
Master the ins and outs of Etsy?s changing policies, products, and features
Review member shops and listings and ensure they comply with Etsy?s selling criteria. Be the primary point of contact to members on what can be sold on Etsy and clarify our policies to them through email
Review and respond to cases of member disputes, non-deliveries, feedback, spam, and scam. Maintain service levels in responding to members
Propose workflow improvements to improve accuracy, speed and consistency of account, shop, listing and transaction reviews
Collaborate with engineering, product, and policy teams to improve systems and processes for reviews
Act as an internal resource for questions regarding policy
This is an entry-level position with potential for growth over time.
You?re an exceptionally great rules stickler and dispute resolver. You have a positive, roll-up-your-sleeves-and-help attitude, an even temper, and the ability to work well within a team structure.
You will be successful in this role if you:
Have relevant experience in online policy enforcement
Have a high level of web savvy with excellent Internet research skills
Have fraud investigation, risk management, and e-commerce experience (preferred, but not required)
Have excellent verbal and written communication skills
Have a level-headed temperament and ability to apply policy objectively
Have leadership, organization, attention to detail, and time management skills
Have a BA/BS degree (strongly preferred)
Are fluent in French, German or Dutch
You have a knowledge of handmade/vintage goods
If you're interested in joining the team, please send us your resume and work samples. You won?t be surprised to hear, though, that we won?t consider them without a cover letter. Let us know how you fit the bill for each of our requirements above. Etsy is a place that values individuality and variety, so use your judgment and write to us in your own voice. If you practice a craft, curate a blog, or have an interesting side project, we?d love to hear about it.
||Hudson, NY |
THIS JOB HAS EXPIRED