Trust & Safety Specialist — Elevate Customer Experience

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

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.