Associate Investigator, Trust and Safety

Job Description

Associate Investigator, Trust & Safety Peerspace invites people to find, share, and book the most magical spaces in the world. Since 2014, our community has been opening the door to thousands of spaces - from lofts and mansions to storefronts and studios - helping people to create one-of-a-kind experiences that would not be possible elsewhere. In total, over 5 million people have been welcomed into a Peerspace location, and we're looking for people who want to help us reach the next 50 million. The Trust & Safety Team’s goal is to ensure that Peerspace remains a safe and trustworthy marketplace for our users. We’re looking for a proactive problem solver who is passionate about maintaining the integrity and trust and safety efforts of our platform - someone passionate about investigating issues and connecting the dots to take action. In this role, you will become a subject matter expert of Peerspace’s policies, procedures, product features, and internal workflows and apply this knowledge when reviewing a user’s account to determine eligibility to use the platform. KEY RESPONSIBILITIES: ● Independently work through a queue of tasks with an eye for process improvements. ● Review and take action on accounts for potential violation of our Community Guidelines or Terms of Use. ● Review accounts and transactions to detect and prevent fraud. ● Prepare evidence and respond to disputed charges. ● Conduct investigations to detect suspicious activity. ● Conduct ID and payment verification checks. ● Provide outstanding customer service through email and phone to provide support on Trust & Safety initiatives or case review. ● Schedule: 3 week schedule rotation to support weekend coverage QUALIFICATIONS: ● Passionate about helping to make the Internet a safer, more trustworthy place. ● Excellent written and verbal communication, with attention to detail and grammar. ● Maintain a high degree of confidentiality. ● Attention to detail. ● Energized by investigating issues. ● Have a sense of humor and enjoy working with others. ● Consistently and objectively apply guidelines when making difficult decisions. ● Schedule - 3 week rotation: ○ Week 1: ■ Monday - Friday; 8 hours/day (hours flexible depending on time zone) ○ Week 2: ■ Monday & Tuesday; 8 hours/day (hours flexible depending on time zone) ■ Wednesday & Thursday; OFF ■ Friday - Sunday; 8 hours/day (hours flexible depending on time zone) ○ Week 3: ■ Monday - Friday; 8 hours/day (hours flexible depending on time zone) ● Bonus points: ○ Proficient in Excel/Google Sheets ○ Previous experience with Zendesk or other ticketing systems. ○ Experience with Stripe Working At Peerspace The houly rate for this role is $ 26.00/hr and there are additional full benefits per below. Peerspace is proudly certified as a Great Place to WorkTM and we're a remote first company with team members located in cities around the globe. Beyond competitive salary and equity compensation, we provide a range of benefits and perks, including: ● 100% employee coverage of medical, dental and vision insurance ● $500 annual professional development allowance ● Discount on all Peerspace bookings ● Laptop, high res display, and stipend to setup home office ● Monthly cell phone and internet credit ● Coworking membership if needed (in lieu of home office) ● Access to the Peerspace network of inspiring spaces to do your best work ● Flexible take it as you need it time off policy ● Wellness Fridays observed company wide Diversity At Peerspace, we're dedicated to creating a team that's diverse, equitable and inclusive. Our workplace is a space where all team members are empowered to blaze their own trail, make things happen, and take pride in their work. We believe bringing people together from different backgrounds and identities makes us stronger and better serves the Peerspace community. We'd especially like to encourage applicants from different backgrounds, locations, and experiences. Apply for this job