Trust & Safety Specialist

As a Trust & Safety Specialist at Neighbor, your primary responsibilities include resolving customer care issues through chat, email, and phone, managing incidents to resolution like payment issues and disputes, and researching best practices for the storage marketplace. You'll also play a role in process development relating to trust and security measures, ensuring a seamless and trustworthy experience for our users.

To excel as a Trust & Safety Specialist at Neighbor, candidates should possess strong analytical skills, have the ability to work independently in a fast-paced environment, and demonstrate exceptional English writing proficiency. Experience in a peer-to-peer marketplace can be a plus. Personal qualities such as being personable and professional are also essential for effectively communicating with our customers.

At Neighbor, we believe in collaborative growth and learning. As a Trust & Safety Specialist, you'll have access to a supportive environment that encourages the development of new processes and insights. You'll be invited to contribute to resource creation, ensuring that our team grows alongside our marketplace. This role is perfect for those who are eager to innovate and streamline customer support strategies.

The culture at Neighbor is fun, collaborative, and inclusive. As a Trust & Safety Specialist, you'll be part of a motivated team that shares a vision of community impact. We prioritize a positive workplace where each member’s contribution is valued, encouraging open communication and the sharing of ideas to improve our marketplace's safety and trustworthiness.

When you join Neighbor as a Trust & Safety Specialist, you’ll enjoy several benefits, including stock options, comprehensive medical, dental, and vision insurance, generous PTO, and 401(k) planning. Additionally, we offer an on-site gym and showers, infant care leave, and 11 paid company holidays, all aimed at promoting a balanced work-life integration.

In your response, emphasize your problem-solving skills and your ability to empathize with customers. Share a specific example where you effectively navigated a conflict or issue, outlining your approach and the positive outcome. This shows your capability and readiness for the role at Neighbor.

Explain your time management strategies, such as assessing urgency and importance of issues, and how you use tools or methods to keep on track. Highlight your ability to stay organized, especially in a fast-paced environment like Neighbor, which will resonate with the hiring team?

Discuss your understanding of safety protocols and preventative measures in a peer-to-peer marketplace. You can refer to proactive communication, thorough investigation processes, and ongoing evaluation of safety policies as critical components of ensuring user trust at Neighbor.

Highlight the importance of listening actively to the user, gathering all relevant information, and remaining calm and professional. Explain your approach to escalating issues as necessary, ensuring that the resolutions are in alignment with Neighbor’s commitment to customer safety and satisfaction.

Mention any specific tools you have used and your proficiency level. Discuss how familiarity with these systems helps track incidents, facilitate resolutions, and gather insights, aligning with Neighbor's data-driven approach to enhancing trust and safety.

Share a detailed example where you identified a bottleneck or gap in the existing process, explain how you developed a solution, and the resultant improvement in customer experience metrics. This showcases your ability to contribute to process development at Neighbor.

Discuss the value of insights derived from user feedback in shaping a safer marketplace. Emphasizing that it allows for tailored support and enables constant updates to safety protocols can resonate well with Neighbor’s customer-centric values.

Talk about your strategy for breaking down complex issues into clear, understandable content. Mention how you incorporate user feedback and common queries to create valuable support articles to enhance customer experience at Neighbor.

Highlight traits such as empathy, analytical thinking, communication skills, and a proactive approach. Stress how these qualities align with Neighbor’s mission to create positive experiences for users and foster a secure environment.

Reflect on Neighbor's mission to enhance community connections and provide affordable solutions to storage challenges. Express your enthusiasm for being part of a fast-growing, VC-backed startup, and how you want to contribute to its positive public image and overall success.