Trust & Safety Specialist
Trust & Safety Specialist resolving customer incidents via chat, email and phone for a hyperlocal storage marketplace. Manage disputes, evictions, claims and develop trust & safety processes; 1+ year customer service experience required.
About the job
Primary Responsibilities
- Resolve inbound customer care issues via online chat, email, and phone
- Manage customer incidents through to resolution, including payment issues, advanced customer situations, eviction, disputes, protection plan claims, and other situations that require mediation
- Research and develop applicable processes for handling issues related to the storage marketplace
- Potential process development includes trust & security, return policy, eviction timeline, claims, reporting channels, and accountability metrics
- Improve existing self-help resources by writing online support articles and through creating new customer success materials
Qualifications
- 1 year of direct customer service or customer resolution experience
- Ability to work without significant oversight in a fast-changing environment
- Self-starter, detail-oriented, and analytical
- Personable, professional, and able to talk to customers in a concise, Neighborly manner
- Extremely proficient in English writing
- Experience in peer-to-peer marketplace is a plus
Benefits
- Stock options
- Medical, dental, and vision insurance
- Generous PTO
- 11 paid company holidays
- 401(k) plan
- Infant care leave
- On-site gym/showers open 24/7
Skills
Customer Service, Customer Resolution, Process Development, English Writing, Peer-To-Peer Marketplace
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