Trust & Safety Generalist

JOB DESCRIPTION

Etsy is the global marketplace for unique and creative goods. We build, power, and evolve the tools and technologies that connect entrepreneurs with buyers around the world. Etsy, Inc.'s 'house of brands' portfolio has expanded to now include three individually distinct e-commerce brands – Etsy, fashion resale marketplace Depop, and musical instrument marketplace Reverb. As an Etsy employee, you’ll tackle unique problems alongside dedicated coworkers committed to Keeping Commerce Human. We're large enough that you'll focus on meaningful, complex challenges, but small enough that you can make a rewarding impact.

We are looking for individuals to support the day-to-day policy enforcement processes that address member misconduct, including but not limited to: spam, harassment, discrimination, and fraudulent dispute or returns claims. This critical work ensures members follow Etsy’s House Rules while using our products to cultivate a human and safe experience for everyone.

Do you excel in balanced investigation, strong decision making, and clear communication, even in emotionally-charged moments and situations that involve reviewing difficult material? If so, this could be a great fit! This is a 40 hour/week position, working 5 days a week with potentially a fixed schedule requiring 1 weekend day (Sunday - Thursday or Tuesday - Saturday), and reports to the Manager of Conduct Integrity.

About the Role

In this role you will:

• Be a Conduct Integrity subject matter expert and authority, encompassing a broad range of evolving topics as the Etsy marketplace grows.
• Investigate accounts using member reports, internal tools, business intelligence platforms, and intuition to discover malicious behavior, assess root causes and prevent recurrence.
• Work with members and take appropriate actions when they don't align with Etsy's expectations to achieve efficiency and quality assurance goals.
• Participate in experiments and help build workflows that predict and prevent abuse of new products and services.
• Identify process improvement opportunities, communicate them to leadership and partner on developing solutions to strengthen our impact.

Of course, this is just a sample of the kinds of work this role will require. You should assume your role will encompass other tasks, too, and job duties and responsibilities may change from time to time at Etsy's discretion, or otherwise applicable with local law.

Ideally you’ll bring:

• At least 2 years of experience in online policy enforcement operations and risk assessment in the peer-to-peer e-commerce world (bonus if you have experience with dispute/returns fraud and abuse).
• Ambition and discernment to solve nuanced problems and make wise decisions grounded in data and logic.
• Understanding of complex technical concepts and can communicate about them (verbally and written) to non-technical audiences.
• A positi