Trust & Risk Agent, Japan

Whatnot, Inc.

Job Overview

Location

Tokyo, Japan

Job Type

Full-time

Full Job Description

📋 Description

• Review potentially suspicious behavior on a daily basis to protect platform users and prevent financial losses
• Conduct in-depth transaction-level investigations to assess risk and ensure policy compliance
• Meet interdepartmental Service Level Agreements (SLAs) while maintaining high-quality outcomes
• Investigate medium-complexity, high-sensitivity Trust & Risk cases with attention to detail and customer satisfaction
• Respond to customer inquiries via email and chat regarding trust, safety, and risk-related issues
• Provide inbound customer service to users requiring immediate assistance with account or transaction concerns
• Identify emerging trends in fraudulent or risky activity and recommend mitigation strategies
• Collaborate with cross-functional teams to research and resolve open cases and operational questions
• Manage and reduce backlog of open Trust & Risk cases while monitoring key operational performance metrics
• Utilize data and key metrics to inform decision-making and improve case resolution processes
• Represent Whatnot with professionalism, integrity, and a customer-first mindset
• Work within a remote co-located model, with mandatory presence within commuting distance of the Tokyo office hub
• Participate in team planning, problem-solving, and connection activities in person at the Tokyo hub
• Maintain consistent communication and coordination with global teams to ensure unified platform safety standards
• Apply knowledge of e-commerce and marketplace operations to assess seller and buyer behavior
• Leverage customer-facing systems such as Zendesk, Kustomer, or Intercom to manage and resolve cases
• Contribute to a culture of continuous improvement by proactively identifying process enhancements
• Balance speed and accuracy in high-volume case environments while preserving user trust and platform integrity
• Stay current on evolving fraud patterns, payment risks, and marketplace abuse vectors
• Handle sensitive cases involving collectibles, live plants, electronics, fashion, and other high-value or high-risk categories
• Ensure fair, consistent, and transparent outcomes for buyers and sellers across all investigated cases
• Monitor and adapt to changes in platform policies and regional compliance requirements in Japan

🎯 Requirements

• Fluent in English and native Japanese
• 1 - 5 years of experience in Trust & Safety, customer service, fraud operations, user experience, or fulfillment
• Must live within commuting distance of Tokyo, Japan
• Experience with customer-facing systems such as Zendesk, Kustomer, or Intercom
• Understanding of e-commerce and marketplace operations
• Proactive problem-solver with strong organizational and detail-oriented skills

🏖️ Benefits

• ¥140,000 home office setup allowance
• ¥20,750 monthly allowance for cell phone and internet
• ¥69,500 monthly allowance for wellness
• ¥14,000 monthly allowance for commuter expenses
• ¥693,000 annual allowance towards childcare
• ¥2,772,000 lifetime benefit for family planning (adoption or fertility expenses)
• 16 weeks of fully paid parental leave + one month gradual return to work
• Flexible time off policy and company-wide holidays including spring and winter breaks
• Health insurance options including medical, dental, and vision
• Pension plans

Skills & Technologies

Spring

Remote

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Whatnot, Inc.

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About Whatnot, Inc.

Whatnot operates a live-stream marketplace for collectibles, sneakers, trading cards, apparel, and other hobby items. Sellers host real-time auctions and fixed-price shows while buyers bid or purchase through the mobile app. The platform combines live video, integrated payments, and authenticated shipping to reduce fraud. Founded in 2019, the company is headquartered in Los Angeles and has raised multiple venture rounds to expand categories and international markets.

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