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marketplace intercom zendesk e-commerce trust & safety📋 Description
- Investigate complex high-value item cases end-to-end for fair, timely resolutions
- Determine fair market value for missing/incorrect items to support reimbursement
- Work through queues and backlogs while maintaining quality and SLA standards
- Provide empathetic support to buyers and sellers, ensuring both feel heard
- Escalate billbacks or urgent actions to the manager or Slack channel
- Collaborate with CatEx/TnR on escalated/SEV cases as Incident Commander when needed
🎯 Requirements
- Weekend availability required
- 2+ years of Support/Trust & Safety handling email and/or chat
- Strong investigative judgment to surface evidence, balance speed, accuracy, risk
- Excellent collaboration with TnR, CatEx, Policy, and CX
- Critical thinking and SOP adaptation for high-visibility cases
- Clear, empathetic communicator in sensitive, high-stakes scenarios
🎁 Benefits
- Generous 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
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