Being part of the Buyer Protection team allows for a chance to collaborate with external restorers, the 1stdibs art and design research team, external experts in art and design, various internal teams, as well as both buyers and sellers on a daily frequency.
Our aim is to quickly and fairly resolve disputes related to on-platform transactions, balancing the core marketplace values, customer preference, respect for our dealers’ transaction policies, and while ensuring scalable/responsible practices that prevent 1stdibs from incurring undue financial loss.
This is a cross-disciplinary position that requires excellent organizational skills, judgment, well-developed critical thinking & communication skills, & the ability to excel in ambiguous & quickly changing situations.
This position is a hybrid role, based in Wyboston, UK. Our current working days in the office are Tuesdays and Thursdays.
What you’ll do
* Investigate flagged transactions
* Serve as a point of escalation for front-line teams, including Support or Trade as examples
* Interpret, and enforce 1stdibs policies for buyers, dealers, and internal 1stdibs teams
* Use exceptional judgment and intuition to mitigate financial and operational risk
* Develop and execute internal and external processes for responding to policy violations
* Contribute to the development of policies and features aimed at building marketplace trust for both buyers & dealers, directly impacting the success of 1stdibs
What you’ll bring
* Excellent verbal and written communication skills via phone and email
* Experience in resolving customer issues using critical-thinking, judgment and customer support skills
* Can set priorities in ambiguous and rapidly changing situations
* Comfortable contributing to a collaborative team environment
* Being able to multitask and utilize multiple systems concurrently to efficiently gather customer and order information and respond to inquiries
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