IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change.
To learn more about us and our culture, follow the link to Our Story - https://youtu.be/GinyJ-abWJs
About The Job
The Trust & Safety Representative plays a key role in safeguarding the platform by monitoring, investigating, and resolving suspicious or harmful activities. This role combines analytical investigation, cross-functional collaboration, and direct customer support to ensure a safe and reliable space for both buyers and sellers.
As a Trust & Safety Representative, You Will…
Monitor and investigate suspicious user behavior and transactions
Work quickly and thoroughly to meet interdepartmental Service Level Agreements (SLAs) while ensuring high quality work product
Conduct thorough reviews of cases with financial, fraud, or user safety risks
Analyze trends and contribute ideas for fraud mitigation and process improvement
Communicate with customers in response to inquiries related to trust and safety
Respond to escalated customer inquiries via email, especially for urgent or sensitive issues
Thoughtfully investigate cases with medium complexity and high sensitivity while maintaining customer satisfaction
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 utilize data to make informed decisions
As a Trust & Safety Representative, You Need…
High school diploma or equivalent
4-year college degree preferred
Must successfully pass a background check
1 - 5 years of experience in Trust & Safety, customer service, fraud operations, user experience or fulfillment
Knowledge of collectibles or online selling/buying is a plus
Experience with social media, parcel delivery, marketplace sellers, vendors, payment processors and/or fraud operations
Understanding of Ecommerce and Marketplace operations is preferred
Experience with customer facing systems like Zendesk, Kustomer, or Intercom is preferred
Advanced English language communication skills, both written and verbal
Strong attention to detail and organizational skills
Analytical thinking and problem-solving for case resolution and fraud detection
Ability to empathize with customers and sellers and provide exceptional customer service
Ability to work independently and as part of a team in a fast-paced environment
Ability to multitask, prioritize, and manage time effectively
Ability to learn new skills, systems, and processes quickly and adapt to changing needs
Availability to work weekends required, and availability to work holidays as needed
IntouchCX is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.
Any applicant who, because of a disability, needs accommodation or assistance in completing an application or at any time during the application process should contact the Recruiting department and/or the Human Resources department. IntouchCX also provides reasonable accommodations to employees with disabilities consistent with its obligations under the law.
U.S Department of Labor Posters
Benefits of Working as a Trust & Safety Agent…
Industry-leading medical, vision, and dental benefit plans paid by the employee + paid time off and sick time leave benefits (where applicable by legislation)
Amazing career growth opportunities