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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in Trust & Safety operations, with a strong focus on customer service and problem-solving. Proficient in managing complex cases while ensuring customer satisfaction and effective communication in both Dutch and English.
Highest-signal resume keywords
Trust & Safety ExperienceFluency In Dutch And EnglishCustomer-Facing Systems ExperienceEcommerce And Marketplace Operations UnderstandingProactive Problem-Solver
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Trust & SafetyCustomer ServiceUser ExperienceProcess ImprovementData Analysis
Soft Skills
Clear CommunicationDe-Escalation SkillsCultural UnderstandingProfessionalism
Tools & Technologies
ZendeskKustomerIntercom
Certifications & Qualifications
4 Year Degree
Industry Keywords
EcommerceMarketplace OperationsFraud OperationsCollectibles
About the role
Key responsibilities & impact- Provide inbound email support for Dutch users experiencing trust and safety issues
- De-escalate and educate customers through clear and accurate information exchange
- Investigate complex and sensitive Trust & Risk cases while maintaining customer satisfaction
- Serve as escalation point for issues requiring nuanced language and cultural understanding
- Work with other departments to research and resolve open questions
- Work through backlog of open issues and monitor key operations performance
- Represent the company with integrity and professionalism
- Review key metrics and use data to make informed decisions
Requirements
What you’ll need- 2+ years of experience in Trust & Safety/Trust & Risk, customer service, user experience or fulfilment
- Fluent in Dutch and English
- Weekend availability required
- Proactive problem-solver and process-improver
- Experience with social media, parcel delivery, marketplace sellers, vendors, or fraud operations
- Understanding of Ecommerce and Marketplace operations
- Experience with customer-facing systems like Zendesk, Kustomer, or Intercom
- 4 year degree is a plus
- Knowledge of Collectibles is a plus
- Must live within commuting distance of the Dublin hub
Benefits
Comp & perks- Generous Holiday and 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
- Monthly allowance for wellness
- Annual allowance towards Childcare
- Lifetime benefit for family planning, such as adoption or fertility expenses
- Pension plans internationally
- Monthly allowance to dogfood the app
- Parental Leave
- 16 weeks of paid parental leave + one month gradual return to work