Trust and Safety Associate

About the Role

Artsy and Artnet's Trust & Safety team sits at the intersection of risk, operations, and commerce. We're a small, high-ownership team, and what we protect matters to the business and to every person who buys or sells on our platforms. We are seeking a Trust & Safety Associate to support our growing business and help establish Artsy and Artnet as the most trusted online destinations for purchasing fine art. Trust & Safety is on the front lines of the user experience, working directly with both buyers and sellers. In this role, you will be responsible for maintaining the integrity of the business by helping resolve post-sale disputes, investigating suspicious incidents, preventing fraud, and completing Know Your Customer/Anti-Money Laundering (KYC/AML) due diligence on our users. This role will also get the chance to help shape and enforce the policies that keep our platforms safe while maintaining a joyful buying experience for our collectors.

What You'll Do

• Resolve post-sale disputes involving claims of authenticity, damage, and description inaccuracies
• Perform KYC and AML verifications for users
• Monitor transaction and auction activities to identify and address potential fraud
• Address user issues related to security incidents, unauthorized activities, and other suspicious events
• Resolve chargebacks by speaking with our users, gathering and formalizing evidence for submission
• Follow up with sellers to resolve failed or unpaid subscription charges
• Collaborate with internal teams on the development and enforcement of our Trust & Safety policies
• Drive Trust & Safety initiatives across the business

This Role Is a Fit for You If You Bring

• 2+ years of hands-on experience in fraud investigation, chargeback resolution, or KYC/AML compliance, ideally within an eCommerce or marketplace setting
• Demonstrated abilities in time management, prioritization, and attention to detail
• Strong critical thinking and problem-solving skills
• Strong communication and mediation abilities

Desired

• Experience in fraud, investigations or policy compliance

This Role Is Unlikely to Be a Good Match for You If…

• You prefer a highly structured, repetitive routine. This role shifts priorities daily based on what comes in
• Ambiguous, gray-area situations make you uncomfortable rather than curious

What Success Looks Like in Your First 3-6 Months

• You manage the full range of post-sale disputes and chargebacks, including authenticity claims, damage, description inaccuracies, from first contact through resolution
• You're fully ramped on KYC/AML verification and can triage incoming fraud and security alerts (account takeovers, unauthorized activity, suspicious messages)
• You've built working relationships with the internal teams you rely on for escalations, and know when to loop them in versus handle something yourself
• You've developed a solid instinct for spotting red flags in transactions and auction activity, and know when to flag something for review
• You bring a critical eye to how the team operates and aren't afraid to speak up when something could work better

Application Notes

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. Please Note: We can only accept applications from those eligible to live and work in NYC or London. We are unable to sponsor visas for this position. This is a hybrid role with office attendance required 3 days/week.

How We Will Evaluate Your Skills

Our standard interview process looks like:

• Talent Acquisition Interview
• Work Exercise and Hiring Manager Interview
• Team Interview with Close Collaborators (focused on the core skills for the role and our values)
• Final Interview with Leadership

What We Offer

• Opportunity to reimagine the art industry while working with a talented, diverse, international team.
• Competitive salary and equity
• Flexible time off: our culture of trust and empowerment allows employees to take the time they need away from work while still excelling in their roles
• We are a global hybrid team: most employees work from our NYC, London, or Berlin offices 2-3 days per week. (In-person expectations vary by role)
• Comprehensive healthcare & benefit options, including: medical, dental, parental leave, short- and long-term disability, Employee Assistance Program featuring free mental health support, 401k, commuter benefits, flexible spending accounts (FSA), health savings accounts (HSA), financial wellness support & resources, and more
• Professional development, including: mentoring, lunch & learns, regular training, 1:1 management, and an open feedback culture
• Engaging opportunities and internal programming globally, to foster new relationships and build upon our collaborative community. Including: happy hours, holiday parties, global "All Hands" meetings, "Artsy Salon" (a yearly exhibition of our team's creativity), attendance to art world events, and more

Compensation

The salary range for this role is $58,000 -$70,000 annually. Artsy is committed to equitable compensation practices, and your offer will depend on the relevant experience and skillset you bring to the team. All compensation packages include meaningful Artsy equity and competitive health benefits. Please see our "What We Offer" above for more detail, or speak to our Talent Acquisition Team to learn more!

Artsy and Artnet Values

Artsy has five core values that will inform your experience at Artsy.

For the Love of Art

We show relentless curiosity, empathy, and passion for collectors, artists, gallerists, and the art market. We take action to make the art world more fair and welcoming.

Own Our Outcomes

We are all individual owners of Artsy's shared success. We are resourceful and resilient, and to get the job done, we each take responsibility for our outcomes.

Lead with Openness

We trust in our teammates. We seek diverse perspectives, communicate authentically, and act with integrity. A more open art world starts with us.

Transform Together

Our mission asks us to challenge the status quo. We embrace feedback, learning, and change so that we can transform our industry, our company, and ourselves.

Impact Over Perfection

Using both art and science, we debate and decide swiftly and iterate on our plans as we learn. To make the biggest impact, we prioritize speed and clarity of action over perfection.

Equal Opportunity

Artsy is an equal opportunity employer. We value a diverse workforce and an inclusive culture. We encourage applications from all qualified individuals without regard to race, color, religion, gender, sexual orientation, gender identity or expression, age, national origin, marital status, disability, and veteran status.