Marketplace Trust Associate
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 interact with top sellers from around the world and our team shares that passion. Our best-in-class platform allows shoppers to buy directly, negotiate a price, or bid on items at auction and enables them to interact with sellers throughout all stages of the transaction — including item inquiries, price negotiations, and customization requests.
1stDibs is the world's largest curated and vetted marketplace for luxury items. The Marketplace Trust team is instrumental in ensuring that our policies are upheld for stakeholders, finely balancing each aspect to arrive at an effective outcome.
We work in close collaboration with our Customer Service, Supply and Accounting teams to ensure compliance across the marketplace, increasing awareness and focusing on improving efficiencies to protect 1stDibs revenue.
1stDibs is seeking a Marketplace Trust Associate to join our Marketplace Trust team, focusing on our Chargeback response and function.This is a self-driven position that requires excellent communication, interpersonal skills, critical thinking, and a high attention to detail.
This position is a hybrid role, based in Wyboston, UK. Our current working days in the office are Tuesdays and Thursdays.
What you’ll do:
You will respond to card issuer Inquiries, Chargebacks and Pre-Arbitration disputes by providing detailed, evidence-based submissions whilst manage a constantly moving and time-sensitive caseload effectively.
- You will diligently investigate and get to the heart of each dispute between stakeholders, closely guiding internal teams on liaising with card companies
- You will input accurate case data into our tracking systems and prepare reporting
- Escalate key cases to Senior team members for consideration promptly, ensuring critical data points are provided
- Analyse trends on a monthly/quarterly basis assisting with data analysis
- You will assist on quality assurance between internal teams, reviewing framework and troubleshooting with Management to ensure process and win rate improvements
- You will work alongside our Marketplace Trust Associates on other team functions, including Manual Review, Seller Performance and Anti-Money Laundering- when required. We aim to cross-train our team on all functions to improve knowledge and redundancy
- You will serve as a knowledgeable resource on all dispute related issues for the business, answering queries internally on in a swift timeframe
What you’ll bring
- An analytical and can do attitude, ready to dive into complex issues being able to clearly articulate next steps and work towards resolution
- Excellent attention to detail, meticulous investigative skills and an ability to query the status quo in any given situation - constructively
- Outstanding verbal and written communication skills with a keen eye for detail when providing and referencing evidence
- Comfortable managing, analysing and extracting information from large datasets
- Aptitude to perform well independently at a high level in a rapidly changing situation and be able to work collaboratively within a team environment
- Eager team player with a roll-up-your-sleeves and helpful attitude. Readiness to step in to other silos and situations within the Trust team
Nice to haves:
- One year of experience in handling Chargebacks end-to-end in an Ecommerce/Insurance/Banking/Regulatory environment
- Some awareness of the Consumer Rights Act 2015, Consumer Credit Act 1974 (specifically Section 75)
- Understanding of Visa/Mastercard/AmEx/PayPal/Stripe processes for disputes
- Proficiency and understanding of: Salesforce, Kount, Google-suite, Ekata, Pipl, LexisNexis, Arcarta (or similar vendors)
- 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.