Trust & Safety Specialist

About Neighbor

Neighbor aims to unite communities by addressing their biggest challenges through the creation of the largest hyperlocal marketplace. Supported by over $75 million in funding from esteemed investors including Andreessen Horowitz and founders of DoorDash, Airbnb, and Uber, Neighbor operates nationwide across all 50 states. It offers an affordable alternative to traditional self-storage by connecting people who have extra space with those in need of storage, disrupting a $40 billion industry.

Position Overview

We are seeking exceptional professionals to become Trust & Safety Specialists who will engage with renters, hosts, and internal teams to craft outstanding support experiences. The role requires swift action, scalability, and a deep commitment to customer-centric solutions.

Key Responsibilities

• Address inbound customer service requests via chat, email, and phone, ensuring timely resolution.
• Manage complex customer issues such as payment disputes, evictions, claims under protection plans, and other conflict mediation from start to finish.
• Conduct research and formulate processes addressing challenges unique to the storage marketplace.
• Establish and refine protocols involving trust and security, return policies, eviction procedures, claims handling, reporting mechanisms, and accountability measures.
• Create and enhance self-service resources by drafting clear online support documentation and producing new materials to improve customer success.

Qualifications

• Minimum of one year in direct customer service or conflict resolution roles.
• Ability to operate independently with minimal supervision in a fast-paced, dynamic setting.
• A proactive, detail-focused, and analytical approach to problem-solving.
• Excellent interpersonal skills reflecting professionalism and the ability to communicate concisely in a warm, neighborly tone.
• Advanced written English proficiency.
• Experience within peer-to-peer marketplaces is advantageous.

Benefits

• Opportunity to receive stock options.
• Comprehensive medical, dental, and vision insurance plans.
• Generous paid time off (PTO) alongside 11 paid company holidays.
• 401(k) retirement savings plan.
• Infant care leave benefits.
• Access to a 24/7 on-site gym and shower facilities.

Diversity, Equity & Inclusion

Neighbor fosters an equitable workplace and strives for a positive recruitment experience for all candidates. Accommodations for disabilities or medical needs during the hiring process can be provided upon request.

Use of AI in Hiring

The company incorporates AI tools to assist recruitment functions such as resume review and application analysis. These tools support, but do not replace, human judgment. Final hiring decisions rest with human team members. Inquiries about data use are welcome.