Harry's is hiring a

Trust and Safety Coordinator

New York, United States
We built Harry’s with one simple belief: everyone deserves a great shave at a fair price. As such, we seek to provide our own brand of exceptional shaving products direct to our customers online (www.harrys.com).
 
We launched in March 2013 and have been blown away by the customer response since then. We’re now looking to bring amazing people, like you, together to redefine the way people interact with brands online.
 
About the team
At Harry's, the customer is at the heart of everything we do. The Trust and Safety division within our Customer Experience team ensures Harry's remains a trusted ecommerce experience.
 
About the Role
As a Trust and Safety Coordinator you will be responsible for handling customer communication for order exceptions, reviewing transactions for fraudulent activity, monitoring and reducing grey market activity, and building out Harry's Trust and Safety Team.
 
You Will:
  • Resolve escalated customer inquiries through phone and email.
  • Exercise proper judgment, empathy, and decision making to navigate suspicious or escalated customer cases.
  • Coordinate and manage relationship between internal parties and insurance partners.
  • Analyze chargebacks to report and identify trends linked to fraudulent transactions.
  • Be responsible for monitoring numerous real-time queues and prioritize risky transactions for manual review.
  • Conduct investigations to catch fraudsters, enforce our product policies, and identify fraud trends and risk points.
  • Create and improve tools, procedures, and workflows that minimize risk and enhance customer experience.
  • Manage and track grey market listings for trends, intelligence, and investigative targeting and removal.
 
This might describe you:
  • Decisive -- You can see both sides of a situation and weigh multiple outcomes. You can exercise independent and sound judgment
  • Strong communicator -- You can work cross functionally within the company as well as with our external partners and customers. You can gauge people and negotiate sensitive conversations.
  • Curious -- You're a life-long learner. You ask questions and are self-motivated and driven to find answers.
  • Problem Solver and builder -- You're excited to create new workflows, and are always looking for ways to improve how things are done.
  • Trustworthy -- You're able to exercise discretion and maintain confidentiality.
  • Adaptable and resilient -- You're not phased by ambiguity and can bounce back from difficult obstacles. You enjoy meeting new challenges as Harry's scales and grows.
 
Who you will work with:
  • Reports to Trust and Safety Lead
  • You'll work closely with our Customer Experience team, Finance team and General Counsel, as well as the broader Harry's team to help assess our risk points as we scale our business.