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DESCRIPTION
- Support platform users and respond to inquiries via email within agreed response-time targets.
- Stay current on publication rules, market trends, and moderation best practices through self-directed learning and any provided onboarding materials or update briefings.
- Coordinate with the client's support team and other freelancers as needed to ensure consistent, high-quality responses.
- Share observations and recurring patterns — common user mistakes, frequent questions, and emerging trends — in regular reporting to the client.
- Provide input and suggestions on how publication rules or policies could be improved to better serve users.
- Manage complaints and disputes between buyers and sellers, applying company policies and guidelines consistently.
- Facilitate returns, price adjustments, and claims for damaged or lost packages using the client's internal systems and communication tools.
- Process payments and refunds accurately and promptly, resolving discrepancies as they arise.
- Liaise with external partners to resolve support queries and keep transactions running smoothly.
- Monitor for fraud or policy violations and take appropriate action in line with established protocols.
REQUIREMENTS
- Fluent in Swedish and have good knowledge of English.
- Flexible and able to make quick decisions in a dynamic environment.
- Conscientious and reliable – commitment is one of our core values!
- Eagle-eyed with great attention to details.
- Caring about people – you will be working with securing the online safety our customers and their users.
- Ideally interested in marketplaces, shared economy and new technology.
OFFER
Flexible schedule — work around your own hours and commitments, as long as agreed response-time targets are met.
Remote-first — work from anywhere with a stable internet connection.
Be your own boss — manage your own workload.
Skill development — gain hands-on experience in trust & safety, dispute resolution, and e-commerce operations, with exposure to real market trends and platform policy work.
Requirements & Process Notes
This is a freelance/contractor engagement, VAT registration is required.
Shortlisted candidates will be asked to complete a background check before a final offer is made.
SKILLS
Problem-Solving
Swedish Speaking
Attention To Detail
Client Interaction
Stakeholder Management
ARE YOU THE PERFECT CANDIDATE?
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