Job at Konga Nigeria (Lead, Trust and Safety)

Konga.com is Nigeria’s largest online marketplace. We launched in July 2012 and our mission is to become the engine of ecommerce and trade in Africa. We serve an ever expanding customer base, offering products that span various categories including Phones, Computers, Clothing, Shoes, Home Appliances, Books, Healthcare, Baby Products, personal care and much more.

Job Title: Lead, Trust and Safety

Location 
Lagos

Job Field
Medical, Health, Safety

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 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.

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 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 supervisory experiences
Demonstrated change management aptitude and ability: demonstrated by prior roles involving bringing about change, developing creative solutions, and 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 obstacles
Ability to thrive in flexible, ambiguous, and rapidly-changing environment

Qualifications & Experience    
University degree
3- 5 years post NYSC

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