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This position was posted on March 28, 2026 and is likely no longer accepting applications. We've kept it here for historical reference. Check out the similar jobs below!
Job Overview
Location
Phoenix, AZ
Job Type
Full-time
Category
Customer Support
Date Posted
March 28, 2026
Full Job Description
đź“‹ Description
- • As a Trust & Safety Agent at Whatnot, you will play a critical role in maintaining the safety, integrity, and trust of North America and Europe’s largest livestream shopping platform, protecting both buyers and sellers from fraud, abuse, and policy violations while ensuring a fair and positive marketplace experience.
- • You will conduct daily reviews of potentially suspicious behavior, perform in-depth transaction-level investigations, identify emerging risk trends, and collaborate across teams to resolve complex cases with sensitivity and urgency, directly contributing to user protection and financial loss prevention.
- • Whatnot is a fast-growing, mission-driven marketplace backed by top investors and recognized as a #1 Best Startup Employer in America, operating with a remote co-located model and global hubs in Phoenix, AZ, the UK, Ireland, Poland, Germany, and Australia, where innovation, user obsession, and bias for action are core to the culture.
- • You will work closely with cross-functional teams including Product, Engineering, and Customer Support to improve policies, refine detection systems, and enhance user trust, gaining hands-on experience in trust and safety operations within a high-impact, scaling marketplace.
- • This role offers the opportunity to develop deep expertise in marketplace integrity, fraud prevention, and customer advocacy while building a career in a fast-paced, entrepreneurial environment where your contributions directly shape the safety and reliability of a rapidly expanding platform.
- • Day-to-day responsibilities include reviewing flagged transactions and user behavior for signs of fraud, policy violations, or abuse; meeting strict SLAs for case resolution while maintaining high-quality investigations; communicating empathetically with users via email and chat to resolve trust-related concerns; documenting findings clearly and escalating high-risk cases when necessary; identifying patterns in misuse to inform proactive mitigation strategies; supporting backlog reduction efforts and tracking key performance metrics; representing Whatnot professionally in all user interactions; and using internal tools and data to make informed, consistent decisions.
- • You will also be expected to actively use the Whatnot platform as both a buyer and seller to maintain firsthand understanding of the user experience, participate in team planning and problem-solving sessions (in-person when possible), and contribute to a culture of continuous improvement and accountability.
🎯 Requirements
- • 1–5 years of experience in Trust & Safety, customer service, fraud operations, user experience, or fulfillment, preferably within a marketplace or e-commerce environment.
- • Availability to work weekends and holidays as required, with residence within commuting distance of the Phoenix, Arizona hub for hybrid work flexibility.
- • Strong customer-first mindset, proactive problem-solving skills, and exceptional attention to detail with the ability to manage multiple priorities in a fast-paced setting.
- • Experience with customer-facing systems such as Zendesk, Kustomer, or Intercom, and familiarity with social media, payment processors, parcel delivery, or marketplace seller/vendor operations.
- • Understanding of e-commerce and marketplace dynamics, with knowledge of collectibles considered a plus.
- • A 4-year degree is preferred but not required; Whatnot values skills, curiosity, and bias for action over formal credentials alone.
🏖️ Benefits
- • Generous time-off policy supporting work-life balance and mental well-being.
- • Comprehensive health insurance including medical, dental, and vision coverage for employees and dependents.
- • Work-from-home support with a home office setup allowance and monthly stipends for cell phone and internet expenses.
- • Care benefits including a monthly wellness allowance, annual childcare subsidy, and lifetime support for family planning expenses such as adoption or fertility treatments.
- • Retirement savings via 401(k) with employer match up to 4% of base salary (US) and international pension plan options.
- • Monthly allowance to 'dogfood' the Whatnot app as both a buyer and seller to deepen product understanding and empathy.
- • 16 weeks of paid parental leave plus a one-month gradual return-to-work program, running concurrently with local leave entitlements.
Skills & Technologies
Remote
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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