Trust & Safety Specialist
About Faire
Faire is an online wholesale marketplace built on the belief that the future is local — there are over 2 million independent retailers in North America and Europe doing more than $2 trillion in revenue. At Faire, we're using the power of tech, data, and machine learning to connect this thriving community of entrepreneurs across the globe. Picture your favorite boutique in town — we help them discover the best products from around the world to sell in their stores. With the right tools and insights, we believe that we can level the playing field so that small businesses everywhere can compete with these big box and e-commerce giants.
By supporting the growth of independent businesses, Faire is driving positive economic impact in local communities, globally. We’re looking for smart, resourceful and passionate people to join us as we power the shop local movement. If you believe in community, come join ours.
About this role
The trust of our community and quality of our marketplace continues to be a top priority for Faire as we scale. We are looking for a mission-oriented candidate who is excited to help maintain community trust by ensuring that brands and retailers understand and uphold our standards and policies. In this role, you will combine your trust & safety expertise with clear communication skills to help resolve escalations while driving related operational initiatives. As an early member of the trust & safety team, you will also work closely with cross-functional partners across Legal, Customer Support, Brand Success and Product teams to drive process improvements and automation to scale our programs.
What you’ll do
- Make it your mission to foster exceptional customer experiences across various trust & safety and marketplace quality initiatives
- Serve as the front line for customer escalations as it relates to trust & safety and ensure that daily service level agreements are met
- Investigate ambiguous situations and potential risk surfaced in high volume queues
- Help optimize workflows for increased scalability and efficiency
- Work with cross-functional partners to stay on top of Faire policies and product offerings in a rapidly changing environment
- Help advocate customer use-cases, proactively identify customer product needs, and review customer-facing materials
- Influence the development of process and product improvements and review new procedures to improve day-to-day
Qualifications
- Bachelor’s degree
- 2+ years of Trust and Safety or related experience, ideally at a high growth startup
- You are a team player and are resilient in the face of challenges, ambiguity, change
- Tenaciously organized, disciplined, and comfortable managing competing priorities with care
- You are able to communicate in a way that reduces confusion and builds trust with customers
- You remain calm in time sensitive and ambiguous situations
- You love figuring out how to identify improve processes improvements to scale and automate
- Experience with excel and managing large data sets or knowledge of SQL
Why you’ll love working at Faire
- We are entrepreneurs: Faire is being built for entrepreneurs, by entrepreneurs. We believe entrepreneurship is a calling and our mission is to empower entrepreneurs to chase their dreams. Every member of our team is an owner of the business and taking part in the founding process.
- We are using technology and data to level the playing field: We are leveraging the power of product innovation and machine learning to connect brands and boutiques from all over the world, building a growing community of more than 350,000 small business owners.
- We build products our customers love: Everything we do is ultimately in the service of helping our customers grow their business because our goal is to grow the pie - not steal a piece from it. Running a small business is hard work, but using Faire makes it easy.
- We are curious and resourceful: Inquisitive by default, we explore every possibility, test every assumption, and develop creative solutions to the challenges at hand. We lead with curiosity and data in our decision making, and reason from a first principles mentality.
Faire was founded in 2017 by a team of early product and engineering leads from Square. We’re backed by some of the top investors in retail and tech including: Y Combinator, Lightspeed Venture Partners, Forerunner Ventures, Khosla Ventures, Sequoia Capital, Founders Fund, and DST Global. We have headquarters in San Francisco and Kitchener-Waterloo, and a global employee presence across offices in Salt Lake City, Atlanta, Toronto, London, New York, LA, and Sao Paulo. To learn more about Faire and our customers, you can read more on our blog.
Faire provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity or gender expression.