Mercari provides a hassle-free and secure way to buy and sell items from the convenience of your mobile device or tablet. We're looking for a full-time Customer Operations Representative to join our team in Portland. You'll be the voice and front line of Mercari's Trust & Safety team.
You'll respond to inbound calls concerning billing and payment issues, help customers resolve transactional questions, and monitor unusual purchase activity on customers' accounts.
You have great people skills, love analyzing data, and make confident decisions.
Analyze purchases and investigate fraudulent payments
Use problem-solving skills to resolve customer's billing and payment concerns
Assist with credit card chargeback and Paypal disputes
Issue refunds on payment processor
Address, manage and solve real-time customer inquiries on the phone
Actively listen to customers with patience and courtesy
Review direct deposit requests and users’ accounts
Understand, research and report significant trends in payment fraud, listing violations, prohibited items and conduct.
Handle escalated issues from Customer Service agents
Provide friendly, timely support via CRM tool
Work with Compliance Team to identify and report questionable activities
Collaborate with other departments and escalate issue when appropriate
Preferably BA/BS degree or attended college
Banking, Dispute Resolutions or Money Service Business background is a plus
Excellent phone etiquette, written, and verbal communication skills
Strong attention to detail, time management and decision-making skills
Demonstrated timely, consistent job attendance history
Minimum 2 year related experience in payment risk or banking industry
Skills to effectively influence and communicate cross-functionally
Basic understanding of CRM & Customer Support ticketing platforms
Creative problem solving ideas with a passion for innovation
Computer usage experience: Google Docs, Gmail, Excel
Experience with mobile applications
You thrive in a fast paced environment and are flexible with a work schedule during spikes and new releases
You have strong computer skills and can't wait for the next tech update
Comfortable working in a startup environment and participating in individual and group critiques
Extra credit for buying or selling on Mercari!
Work Schedule - one weekend required
Shift either - 6:00 AM - 2:30 PM or 10:30 AM - 7:00 PM
Medical, Dental and Vision insurance
Paid holidays and sick leave
Please include a cover letter about your previous job experience and why you want to join Mercari.