Trust & Risk Agent

This is a fully remote position, open to applicants in Japan.

📋 Description

• Collaborate with the team daily to assess potentially suspicious activities, aiding the company in safeguarding legitimate users and preventing financial losses.

• Swiftly and meticulously fulfill interdepartmental Service Level Agreements (SLAs) while ensuring the delivery of high-quality work.

• Perform comprehensive reviews at the transaction level.

• Identify and analyze trends to uncover opportunities for improved outcomes and risk mitigation.

• Engage with customers to address inquiries regarding trust and risk matters.

• Offer prompt email and chat-based customer support to users requiring immediate assistance.

• Delve into Trust & Risk cases of moderate complexity and sensitivity, ensuring customer satisfaction throughout the investigation.

• Collaborate with various departments to research and resolve outstanding queries.

• Effectively manage a backlog of unresolved issues and track key operational performance.

• Represent the company with professionalism and integrity.

• Analyze key metrics and leverage data to make well-informed decisions.

⛳️ Requirements

• A 4-year degree is advantageous.

• 1 to 5 years of experience in Trust & Safety, customer service, fraud operations, user experience, or fulfillment.

• Proficiency in English and native fluency in Japanese.

• A positive, customer-first mindset.

• A proactive approach to problem-solving and process enhancement.

• Highly organized with a keen attention to detail.

• Familiarity with social media, parcel delivery, marketplace sellers, vendors, payment processors, and/or fraud operations.

• Understanding of E-commerce and Marketplace operations.

• Experience with customer-facing systems like Zendesk, Kustomer, or Intercom.

• Knowledge of collectibles is a plus.

• A strong desire to advance your career.

🏝️ Benefits

• Flexible time off policy along with company-wide holidays, including a spring and winter break.

• Health insurance options including medical, dental, and vision coverage.

• Support for working from home.

• ¥140,000 allowance for home office setup.

• ¥20,750 monthly allowance for cell phone and internet expenses.

• ¥69,500 monthly wellness allowance.

• ¥14,000 monthly allowance for commuting costs.

• ¥693,000 annual allowance for childcare expenses.

• ¥2,772,000 lifetime benefit for family planning, such as adoption or fertility costs.

• 16 weeks of fully paid parental leave, plus a gradual one-month return to work (in addition to any local statutory leave allowances; company leave policies run concurrently with country leave requirements, which take precedence).

• Pension plans.