Trust & Safety Senior Specialist

Responsibilities

• Address user issues related to security incidents, unauthorized account activity, and other suspicious events - acting as the senior point of contact for complex or escalated cases
• Monitor transaction and auction activities to identify and address potential fraud
• Resolve post-sale disputes involving claims of authenticity, damage, and description inaccuracies
• Manage the end-to-end chargeback process, from evidence gathering to submission
• Enforce Artsy's Trust & Safety policies with consistency and sound judgment, escalating or adapting where edge cases require it
• Perform KYC and AML verifications for Artsy users
• Manage outreach to sellers with failed or unpaid subscription charges, ensuring timely resolution
• Collaborate with internal teams - including Legal, Product and Marketplace - on the development and ongoing enforcement of Trust & Safety policies
• Drive Trust & Safety initiatives across the business, identifying opportunities to improve processes and close risk gaps
• This role is a fit for you if:
• Experience in fraud, disputes, or trust & safety
• You're comfortable making tough, ambiguous calls and standing behind them
• You're highly organised and can manage a varied caseload
• You're comfortable working with data and using it to identify trends and inform decisions
• You have experience with KYC and AML verification processes
• You know how to work cross-functionally and influence teams outside of your own
• You're comfortable in a fast-moving, high-ownership environment where the playbook isn't always written yet
• You can communicate complex risk decisions clearly to stakeholders
• This role is unlikely to be a good match for you if you...
• Prefer clear-cut cases - much of this work involves ambiguity, competing priorities, and judgment calls without an obvious right answer
• Are uncomfortable with using data to spot trends
• Find it difficult to make and defend a decision when the evidence isn't black and white
• Struggle to give or receive tough feedback, including holding yourself and others to clear performance standards
• We know no one is a perfect match on paper, so if you're passionate about this role, please apply! We're excited to learn how your skills, experiences, and insights could make a difference.
• What success looks like in your first 3-6 months:
• Fully ramped on Artsy's policies, tools, and case types - handling complex fraud, dispute, and verification cases independently
• Spotting gaps in processes or the user experience and making recommendations on what to change
• Building relationships with cross-collaborators (Product, Legal, Marketplace, Sales)
• Team KPIs are being tracked consistently and feeding back on where performance is strong and where it isn't

Benefits

Additional Information

Artsy's Trust & Safety team sits at the intersection of risk, operations, and commerce - responsible for protecting the integrity of every transaction and interaction on the platform. We're a small, high-ownership team. As a Trust & Safety, Senior Specialist you will own our most complex fraud, dispute, and verification cases, and be a key driver of the processes and improvements behind them. You'll carry your own caseload across fraud investigations, disputes, and chargebacks, and lead key projects that support broader company success. You'll drive quality and consistency across day-to-day case management, while helping maintain and improve team KPIs that reflect the efficiency of our operations and the experience of every user. This is an individual contributor role suited for someone who thrives at the intersection of hands-on investigation and driving broader improvements across Trust & Safety.

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