Mercari is hiring a

Trust & Safety Customer Operations Representative

Portland, United States
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.

Job Requirements

  • 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

About You

  • 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
  • 401K
  • Commuter reimbursement,
  • Paid holidays and sick leave

Please include a cover letter about your previous job experience and why you want to join Mercari.

Pay Range:

$14.50 - $15.50/hr

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