1stDibs is a one-of-a-kind online marketplace that connects design lovers to more than one million extraordinary pieces, from furniture and fine art to jewelry and fashion. As a leading global marketplace for design lovers, we enable shoppers to discover beautiful things and engage with top sellers from around the world. We encourage our shoppers to interact with sellers throughout all stages of the transaction, including item inquiries, price negotiations and customization requests.
The Seller Performance team, part of the Marketplace Trust group, is responsible for verifying compliance with marketplace policies, positively impacting Sellers’ operations, and enacting enforcement across the Seller population. We collaborate closely with Supply & Sales, Client Services, and Product teams to promote conversion and sale retention by spreading awareness of the proper use of platform tools and compliance with marketplace policies.1stDibs is seeking a Marketplace Trust Associate to join our team, within the Seller Performance function.
This self-driven position requires excellent communication and interpersonal skills, critical thinking, attention to detail and an aptitude for data analysis. The role also requires the ability to think strategically about policy enforcement activities on a broader scale and report cross-functionally.This position will be based in the UK, at our Wyboston office near St Neots. 1stDibs currently has a flexible working-from-home policy in place, though we strongly encourage our team to join us in our UK office on Tuesdays and Thursdays.
What you will do
You will be investigating Buyer and Seller interactions to detect violations of 1stdibs’ Transactional Policies and in turn issuing formal policy violation notices to offending Sellers according to the established escalation path. You will maintain a constantly-moving caseload in this regard whilst remaining focused on the wider approach.
- Investigate and address potential off-platform sales and policy infringements based on Buyer and Seller interactions and various analytical tools, processing orders for any confirmed off-platform sales.
- Be trusted to use your discretion and judgement on when to escalate key issues between sellers, customers and internal stakeholders to senior colleagues.
- Contribute along with other members of the Seller Performance team to refining automated and outsourced conversation review processes in order to improve efficiency and mitigate the impact of policy enforcement activities on compliant users.
- Collaborate with internal stakeholders from the Supply & Sales, Client Services, and Product teams at 1stDibs to develop and continuously improve best practices, procedures, and tools related to compliance with seller policies.
- Identify, structure, and recommend opportunities to surface additional potential off-platform sales, or improvements to current investigative processes, in collaboration with the Marketplace Trust Manager.
- Serve as an authoritative internal resource on any matter related to Transactional Policies as defined in the Seller Agreement and on the compliant use of platform tools and recommended best practices.
What you will bring
- A can-do approach when identifying controversial situations with focus on problem solving cross-functionally and to our marketplace community
- Excellent attention to detail, meticulous investigative and critical thinking skills
- Outstanding verbal and written communication skills with a keen awareness of internal and external stakeholders’ needs and expectations
- Ability to always maintain professionalism and get results during often fraught conversations with non-compliant Sellers
- Comfortable managing, analysing, and extracting insights from large datasets
- Aptitude to perform well independently at a high level in ambiguous and rapidly changing situations
- Eager team player with a ‘roll-up-your-sleeves’ and helpful attitude. Readiness to step into other functions within the Trust team, such as assistance with the Manual Review process
Nice to haves
- Previous experience in a customer/b2b/dispute/regulatory focused environment
- Proficiency and understanding of Salesforce and Google-suite
- Ecommerce and luxury goods knowledge with particular awareness of key risk items/brands/trends from an anti-fraud perspective
- Any formal qualifications specific to dispute resolution
1stDibs is an Equal Opportunity Employer
The 1stDibs mission, to enrich lives with the extraordinary, can only be achieved when diversity, equity and inclusion are embedded into our values, culture and the way we do business. Enabling access to and celebrating unique and diverse perspectives is at the very core of what we do. We are committed to attracting and retaining the best talent in the industry, who are reflective of the diversity of our communities, and fostering an environment where every individual feels they belong, are valued and heard.
As a leading design marketplace, we leverage the power of our platform and brand to empower historically underrepresented individuals, and the businesses they own, across the art and design industries.
Total Compensation Statement
1stDibs is committed to attracting, motivating and retaining top talent who drive the business forward and help us achieve our mission and vision. The company’s Total Compensation packages are designed to reward performance, be fair, equitable, and competitive, and consist of base salary, equity (where applicable), and health and work-life benefits.
