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The Customer Experience High Value Items (HVI) team, is a group of customer experience agents focused on resolving complex cases involving high-value transactions. You’ll investigate claims where buyers report missing or incorrect items, work closely with sellers to determine fair outcomes, and ensure buyers receive the correct item or appropriate reimbursement.
This role blends the investigative focus of Trust & Risk with the customer-first mindset of customer experience to uphold trust and deliver fair, consistent experiences across our marketplace.
We offer flexibility to work from home or from one of our global office hubs, and we value in-person time for planning, problem-solving, and connection. Team members in this role must live within commuting distance of our Phoenix hub.
Responsibilities
Investigate complex high-value item cases end-to-end to ensure fair and timely resolutions
Determine fair market value for missing or incorrect items to support accurate reimbursement decisions
Work efficiently through assigned queues and backlogs while maintaining quality and SLA standards
Provide thoughtful, empathetic support to buyers and sellers, ensuring both parties feel heard and informed
Escalate billbacks, managed-seller updates, or urgent user actions to the appropriate manager or Slack channel
Collaborate with CatEx and TnR on escalated or SEV cases, acting as Incident Commander when necessary
Identify trends in claims, item categories, or seller behavior to proactively reduce risk and improve processes
Requirements
Weekend availability required.
2+ years of Support or Trust & Safety experience handling email and/or chat interactions.
Strong investigative judgment - able to assess incomplete or conflicting information, surface key evidence, and make sound, fair decisions balancing speed, accuracy, and risk
Excellent collaboration skills; works effectively with TnR, CatEx, Policy, and CX to align on outcomes and ensure consistency across teams
Ability to think critically and adapt beyond standard SOPs for unique or high-visibility cases
Clear, empathetic communicator comfortable navigating sensitive, high-stakes scenarios while maintaining professionalism and trust.
Experience 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.
Nice-to-haves
Knowledge of sports cards and trading cards is a plus.
Benefits
Generous 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
Retirement; 401k offering for Traditional and Roth accounts in the US (employer match up to 4% of base salary) and Pension plans internationally
Monthly allowance to dogfood the app
Parental Leave
16 weeks of paid parental leave + one month gradual return to work company leave allowances run concurrently with country leave requirements which take precedence.
