Trust & Safety Investigator

  • Individual Contributor
  • Remote-Friendly
  • US; Remote (Remote)
  • This position has been filled
  • Experience level: 2+ years

Website peerspace Peerspace

This content was reproduced from the employer’s website on October 23, 2022. Please visit their website below for the most up-to-date information about this position.

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.
Full Time Investigator Proposed Schedule:
Alternating Weeks:
Week 1: Monday – Friday, 8 a.m. – 5 p.m. EST
Week 2: Monday – Wednesday, 8 a.m. – 5 p.m. EST, Saturday & Sunday 9- 6 p.m. EST
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’ll use your expertise of Peerspace’s policies, procedures, product features, and internal workflows in conjunction with discretionary decision making when reviewing a user’s account and escalations to determine eligibility to use the platform.
  • Independently work through a queue of tasks and recommend 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 clear, concise, and helpful responses to time sensitive escalations.
  • Conduct ID and payment verification checks.
  • Consistently and objectively apply guidelines and discretionary decision making when making difficult decisions.
  • Provide outstanding customer service through email and phone to provide support on Trust & Safety initiatives or case review.
  • Passionate about helping to make the Internet a safer, more trustworthy place.
  • Thrive when asked to provide guidance/help others.
  • Excellent written and verbal communication with attention to detail and grammar.
  • Maintaining 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 and be comfortable with discretionary decision making when making difficult decisions.
  • 2+ years of experience in Internet Trust & Safety or related field
  • Working knowledge of: Google Drive, including Google Sheets, Zendesk and Stripe