Trust & Safety Specialist

About the role

Neighbor is building a large hyperlocal marketplace connecting people with unused space to those needing storage. As a Trust & Safety Specialist, you will help users navigate the platform, resolve issues, and improve the overall customer experience. This role focuses on ensuring smooth interactions and developing processes for a rapidly expanding service.

Key facts

What you'll do

• Respond to customer service inquiries through chat, email, and phone.
• Manage customer issues to completion, including payment problems, complex user scenarios, evictions, disputes, and protection plan claims.
• Investigate and create new procedures for various marketplace issues.
• Contribute to the development of trust and security measures, return policies, eviction timelines, claims, reporting methods, and accountability metrics.
• Enhance self-service options by creating new online support articles and customer success content.

Requirements

• One year of direct experience in customer service or resolving customer issues.
• Capable of working independently in a dynamic environment.
• Proactive, detail-oriented, and analytical.
• Professional and personable, able to communicate clearly with customers.
• Highly skilled in written English.

Nice to have

• Experience with a peer-to-peer marketplace.

Skills & tools

• Online chat
• Email
• Phone communication

Practical notes

• Benefits include stock options, medical, dental, and vision insurance, generous paid time off, 11 paid company holidays, a 401(k) plan, infant care leave, and a 24/7 on-site gym with showers.
• Neighbor is an equal opportunity employer and provides accommodations for disabilities or medical conditions; contact hr@neighbor.com for assistance.