Job Description

Trust & Safety Associate

Fanatics Collect is a global product and technology group dedicated to revolutionizing the world of collectibles. Every single day our team of experienced product leaders, engineers, and operators obsesses over how to create the ultimate collector experience with our products: Topps.com, the direct to consumer ecommerce platform of the Topps brand, Fanatics Collect, the most trusted and dynamic collector focused marketplace, and our collector focused live shopping platforms, Fanatics Live and Voggt.

We have the unique advantage of being backed by Fanatics - the world's largest sports merchandiser, with more than 900 global sports relationships, 90+ million reachable fans, and exclusive licensing deals with the MLB, NFL, and NBA among many others - but we're a nimble, ambitious team building products from the ground up.

If you're passionate about building world class products and share our love for sports fans and collectors, Fanatics Collect offers an exciting opportunity to be part of a dynamic team creating the future of collecting.

About the Role

As a Trust & Safety Associate, you will play a critical role in safeguarding the integrity of the Fanatics Collect ecosystem. You will investigate suspicious activity, enforce marketplace policies, and deliver fair, consistent resolutions that protect collectors, sellers, and the broader community. Your work will directly influence platform trust, financial risk mitigation, and overall user experience.

This is a high-impact, detail-oriented role requiring strong analytical judgment, emotional resilience, and a customer-first mindset. You will collaborate cross-functionally while navigating complex investigations and sensitive content in a fast-paced, high-growth environment.

Responsibilities:

• Review and investigate suspicious transactions, accounts, and content to prevent fraud and financial loss
• Conduct end-to-end, transaction-level investigations with thorough documentation and timely case resolution
• Respond to inbound trust and safety inquiries, including urgent email support for collectors and sellers
• Apply marketplace policies objectively when reviewing, classifying, restricting, or removing content
• Partner cross-functionally with Operations, Customer Experience, Finance, Legal, and Product to resolve escalated cases
• Identify emerging fraud patterns, systemic risks, and process gaps; recommend data-driven improvements
• Navigate multiple dashboards, tools, and SOPs while consistently meeting SLA and quality benchmarks
• Maintain strict confidentiality and handle sensitive or objectionable content with professionalism and discretion
• Represent Fanatics with integrity, empathy, and sound judgment in every interaction

Qualifications:

• Bachelor's degree preferred in Criminal Justice, Business, Finance, Communications, or related field
• 24 years of experience in Trust & Safety, fraud operations, senior customer support, marketplace operations, or related functions
• Experience in e-commerce, marketplaces, payments, fraud detection, or seller ecosystems
• Familiarity with tools such as Zendesk, Kustomer, fraud detection or verification platforms
• Strong analytical, critical-thinking, and decision-making skills with the ability to assess risk objectively
• Excellent written and verbal communication skills with a customer-first approach
• Highly detail-oriented and organized, with the ability to manage multiple cases and competing priorities
• Availability to work weekends and holidays as needed
• Emotional resilience and comfort working with sensitive or objectionable content
• Knowledge of sports collectibles is a plus
• Demonstrated desire to grow within Trust & Safety or broader risk and operations functions

In NYC, the salary range for this position is $27.04 - $33.05 an hour, which represents base pay only and does not include short-term or long-term incentive compensation. For other remote locations in the US, the salary range is $21.63-$29.54 an hour. The NYC salary range is specific to NYC and may not be applicable to other locations and the other remote location salary range may vary by region. When determining base pay, as part of a final compensation package, we consider several factors such as location, experience, qualifications, and training.

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