Customer Operations

Trust & Safety Manager

Remote   |   Full Time

About Hip eCommerce

Within the $200 Billion worldwide collectibles market, there are many unique categories. At Hip eCommerce, our goal is to deliver a reimagined customer experience for both buyers and sellers. How are we doing that? We create category-specific marketplaces, built from the ground up, that understand how collectors browse, search and collect each type of collectible. We currently operate three marketplaces--HipComic, HipStamp, and HipPostcard--and plan to grow into other categories in the future. Since our 2016 launch, our marketplaces have gained 2,000+ Sellers, 200,000+ Buyers, and 12 Million+ Listings and we just raised a $5 Million+ Series A round to expand our team and continue building the next great e-commerce company. Are you ready to build it with us?

We’re a fully distributed company, which means our entire team works remotely full-time. By removing the geographic requirements of an office, we’re able to hire the best, which means you’re working with the best. With team members across the United States, Philippines, and South America, we foster a culture that values collaboration and connection. To help facilitate that, our team members are primarily working standard Eastern Time hours.

About the Customer Operations Team

Our Customer Operations team is laser-focused on delivering a best-in-class Customer Experience to users of all of Hip’s marketplaces and is made up of three groups: Customer Engagement, Customer Support, and Trust & Safety. Think of us as the Avengers; we each have our own expertise, but we work frequently together as a team. Our kick-ass Customer Operations team is full of fixers and doers: every day bringing passionate collectors closer to the things they love.

About the Role

As the first dedicated member of Hip’s Trust & Safety team, you’ll define and build out processes that maintain the integrity of Hip across our marketplaces, developing policies that support our Buyers and Sellers, and supporting our teammates on escalated issues. You’ll be the go-to subject-matter expert and will partner directly with leadership to build everything from scalability strategy to improving messaging throttles. Hip has big growth plans and this Trust & Safety Manager will be instrumental in ensuring that success.

How you’ll spend your time:

  • Develop, implement and scale Trust & Safety initiatives to ensure the integrity of Hip eCommerce - we’re talking fraud prevention, claims management, compliance, and more

  • Investigate and mediate Seller/Buyer disputes, aiming for mutually positive outcomes

  • Be a decision-maker for account suspensions

  • Manage and advise on Terms & Condition violations and fraud monitoring

  • Partner with our customer-facing teams to advise and execute on escalated issues and act as point-of-contact for T&S escalations or crisis management

  • Manage user messaging violations, throttle logic and filters, and forum moderation

  • Plan for the growth of Trust & Safety alongside the growth of the company, including people management

We’re excited about you if you:

  • Are a self-starter with a proven track record of success in a Trust & Safety position, preferably within an eCommerce marketplace, and 4-6 years of experience

  • Value start-up hustle and are comfortable with creating clarity out of ambiguity

  • Have an interest in building T&S from the ground up, with potential for people management

  • Have hands-on experience monitoring fraud and suspicious activity

  • Are cool, calm, and collected under pressure and feel comfortable with high-risk client communication

  • Have an ability to develop and articulate strategy and perform tactically

  • Are eager to taking ownership and drive new initiatives, and at the same time love rolling up your sleeves to get in the weeds

Don’t let impostor syndrome or a confidence gap stop you from applying. We encourage you to apply for this position even if you feel you do not meet all the requirements. Hip eCommerce is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

What else is in it for you?

Competitive salary and stock options (for US employees) are just the beginning; we also have a number of Benefits & Perks designed to support our team members beyond a paycheck. We have unlimited personal/vacation days, a healthcare plan 100% paid by the company for employees, and a 401k (US employees). We also offer monthly wellness, internet, and music allowances. Our team is entirely remote (that’s right, no more commuting) and we do our best to set you up for success by providing home office equipment when you join the team. Once you’ve been using your work laptop for 3 years, we’ll replace it with a new one, wipe it of any business-related work and it becomes your own property to do with as you see fit. We may be remote, but we still have team pizza parties, movie & book clubs, and home deliveries of treats and more to keep things fun. 

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