a16z Trust & Safety Specialist
Summary
Trust & Safety Specialist resolves customer disputes and safety issues for a peer-to-peer storage marketplace, handling chats, emails, and calls while improving support processes.
At Neighbor, our vision is to bring communities together by solving our neighbors’ biggest challenges. We’re building the largest hyperlocal marketplace the world has seen. We’ve raised over $75 million from top-tier investors such as Andreessen Horowitz and the creators of DoorDash, Airbnb, and Uber. Our marketplace is already flourishing in all 50 states and we’re just getting started!
We are looking for phenomenal individuals to help to solve our Neighbors’ biggest challenges. As a Trust & Safety Specialist, you will engage directly with our renters, hosts, and internal team members in the pursuit of creating an exceptional customer experience. We need to move fast, scale quickly, and create extraordinary support experiences for our users. The ideal candidate for this role is a hands-on professional, a strategic thinker, and possesses a passion for building customer-centric organizations.
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
About Neighbor:
Neighbor is a marketplace where people with extra space in /around their home connect with people in need of storage. At 50% the cost of traditional self-storage, Neighbor provides affordable storage to renters and the ability for hosts to monetize unused space. Come help us disrupt the $40 Billion Dollar self-storage industry!
This is a unique opportunity to join a fast-growing, VC-backed tech startup. You will be part of a fun, collaborative and inclusive team of innovative, talented, and motivated individuals.
We are an equal opportunity employer and are committed to providing a positive interview experience for every candidate. If accommodations due to a disability or medical condition are needed, connect with us via email at hr@neighbor.com. Check out our careers page to get to know us better as you think about your next step at Neighbor!