Trust & Safety Specialist

Neighbor; Lehi (UT); On-site; USD 42,000 - 64,000; Full time

Benefits offered by this job

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

Job summary

Neighbor is seeking a Trust & Safety Specialist to engage with renters, hosts, and our team to deliver exceptional support experiences. You will resolve issues via chat, email, and phone, and help mediate disputes to maintain a safe, reliable marketplace.

You are a hands-on, strategic thinker with strong English writing skills, detail‑oriented and able to work with minimal oversight in a fast-changing environment. Experience in peer-to-peer marketplaces is a plus as we scale.

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 and able to communicate with customers in a Neighborly manner.
• Extremely proficient in English writing.
• Experience in peer-to-peer marketplace is a plus.

Responsibilities

• Resolve inbound customer care issues via online chat, email, and phone
• Manage customer incidents through to resolution, including payment issues, eviction, disputes, and other mediation
• Research and develop processes for handling storage marketplace issues
• Develop processes includes trust & security, return policy, eviction timeline, claims, reporting channels
• Improve self-help resources by writing online support articles and creating new customer success materials

Skills

Customer service

Excellent written English

Analytical

Detail-oriented

Self-starter

Team communication

Job description

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 [e-mail]. Check out our careers page to get to know us better as you think about your next step at Neighbor!