Trust & Safety, Senior Manager

Artsy'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 Artsy.

As a Senior Manager in Trust & Safety, you'll be a critical line of defense and a driver of operational excellence. The cases you resolve across fraud, disputes, and chargebacks are what make it possible for buyers and sellers to transact with confidence. The processes you improve will have an impact across every transaction on the platform and the standards you uphold will define what Trust & Safety looks like at Artsy as we grow.

You'll carry your own caseload of our most complex investigations while leading projects that have an impact not just in Trust & Safety but across the entire business. This is an individual contributor role for someone who thinks strategically, takes ownership seriously, and wants to be a part of how Artsy earns and keeps user trust at scale.

What you’ll do:

• Own the end-to-end response to complex security incidents and fraud events, from initial detection, through root cause analysis, cross-functional coordination, and post-incident review - serving as the senior decision-maker and stakeholder communicator throughout.

• Lead fraud detection and investigation across marketplace and auction activity, driving escalated cases, pattern analysis, and the cross-functional response required to resolve issues.

• Own the resolution of complex post-sale disputes, including authenticity challenges, damage claims, and listing inaccuracies. Setting the investigative standard, making final judgement calls on escalated cases, and identifying opportunities for policy, process or product improvement.

• Lead the end-to-end chargeback process, gathering and formalising evidence for submission.

• Enforce Artsy's Trust & Safety policies with consistency and sound judgment, escalating or adapting where edge cases require it

• Complete KYC and AML verification for Artsy users, owning decisions on complex or high-risk cases.

• Manage outreach to sellers with failed or unpaid subscription charges, ensuring timely resolution.

• Collaborate with internal teams, including Legal, Product and Marketplace, on the development and ongoing enforcement of Trust & Safety policies.

• Drive Trust & Safety initiatives across the business, identifying opportunities to improve processes and close risk gaps.

This role is a fit for you if:

• 3+ years of experience in fraud, disputes, or trust & safety

• You're comfortable making tough, ambiguous calls and standing behind them

• You're highly organised and can manage a varied caseload

• You're comfortable working with data and using it to identify trends and inform decisions

• You have experience with KYC and AML verification processes

• You know how to work cross-functionally and influence teams outside of your own

• You're comfortable working autonomously in a fast-moving, high-ownership environment where the playbook isn't always written yet

• You can communicate complex risk decisions clearly to stakeholders
  

This role is unlikely to be a good match for you if you…

• Prefer clear-cut cases — much of this work involves ambiguity, competing priorities, and judgment calls without an obvious right answer

• Are uncomfortable with using data to spot trends

• Find it difficult to make and defend a decision when the evidence isn't black and white

• Struggle to give or receive tough feedback, including holding yourself and others to clear performance standards
  

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.

What success looks like in your first 3-6 months:

• Fully ramped on Artsy’s policies, tools, and case types — handling complex fraud, dispute, and verification cases independently

• Spotting gaps in processes or the user experience and making recommendations on what to change

• Building relationships with cross-collaborators (Product, Legal, Marketplace, Sales)

• Team KPIs are being tracked consistently and feeding back on where performance is strong and where it isn't

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

The salary range for this role is $80,000-$100,000 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!

Please note that we do not accept applications sent by email. You should submit your application directly through our careers website!

Artsy 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.

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.