Lead, Trust And Safety in Lagos, Nigeria

Retail / Wholesales
Sales/Business Development
Minimum Qualification
Bachelor's Degree
Required Experience
3 - 5 years
Employment Type
Full Time
Male or Female
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Job Description

Job Description               

With a diverse and growing marketplace, Konga has to constantly enforce policies that ensure buyer safety and trust, while looking out for customer feedback and data patterns that suggest a need for policy changes (everything from how we resolve escalated disputes to how we identify and deal with suspected counterfeit/inauthentic goods). The Trust & Safety Lead will drive operational performance and provide

inspirational leadership within the team, while interfacing successfully with external teams including Dispute Resolution, Retail, Marketplace, and Production.

The Trust & Safety Lead has the responsibility for achieving targets related to resolving escalated customer disputes appropriately and in a timely fashion, investigating cases

involving the suspected sale of inauthentic/counterfeit goods and/or other categories of fraud, understanding policies related to suspending/blacklisting bad sellers, as well

as proactively seeking out and executing opportunities that make Konga a safer and more trustworthy platform for Konga community-members.

Reporting Line   VP, Trust and Safety

Duties & Responsibilities           

• Lead the implementation of the team's current and future policies and processes

• Participate in and help identify new projects that improve customers’ perception of Konga as a safe & trusted platform.

• Act as primary owner of team workflows (how issues are routed and resolved); have a working knowledge of workflows and train and coach others to ensure they are followed

• Constantly evaluate workflows and find ways for them to be more efficient, relevant, and valuable both internally and externally

• Implement and refine these and other policies and processes: resolving escalated customer disputes (arbitration), investigating cases related to the sale of inauthentic/counterfeit goods and/or fraud

• Maintain high levels of confidentiality while investigating escalated disputes

• Comprehensively document arbitration investigations through written reports

• Evaluate items suspected as inauthentic or counterfeit and recommend inclusion or exclusion from Konga’s platform

• Coordinate and interface successfully and proactively with Dispute Resolution, CET, Retail, Marketplace and other key internal Konga stakeholders

• Comprehensively understand trust & safety on Konga’s platform and make actionable recommendations for improvement; support Trust & Safety team in being a voice for customers

• Working to deliver a better understanding of Trust & Safety processes internally within Konga and externally to our users

• Write and conducts performance evaluations, and set performance goals and objectives for Trust & Safety specialists; manage employee issues regarding attendance/time off, performance, conduct, and deliver appropriate corrective action as needed

Skills & Competencies    • Strong customer empathy: demonstrated by prior customer service or other relevant experience

• Strong leadership ability: demonstrated through prior experiences successfully developing and motivating a high performing team

• Strong problem solving ability for the purpose of resolving escalated issues: demonstrated by relevant analytical, management, and/or supervisory experiences

• Demonstrated change management aptitude and ability: demonstrated by prior roles involving bringing about change, developing creative solutions, and/or applying new ways to develop a business through improved management of people and processes

• Strong communication ability: demonstrated through excellent writing and language skills

• Ability to synthesize a variety of information and data-points to execute current policies and guide future policies

• Ability to think critically and creatively to identify qualitative or quantitative trends that indicate opportunities and/or obstacles

• Ability to thrive in flexible, ambiguous, and rapidly-changing environment

  Apply Now

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