Customer Experience Agent, High Value Items
About the position
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.
Apply tot his job
Apply To this Job
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.
Apply tot his job
Apply To this Job