Trust & Safety Specialist at Neighbor

Lehi, Utah, United States

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Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, MarketplaceIndustries

Requirements

Hands-on professional
Strategic thinker
Passion for building customer-centric organizations
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 (a plus)

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 (e.g., trust & security, return policy, eviction timeline, claims, reporting channels, and accountability metrics)
Improve existing self-help resources by writing online support articles and creating new customer success materials

Skills

Key technologies and capabilities for this role

Customer SupportTrust & SafetyDispute ResolutionIncident ManagementProcess DevelopmentContent WritingAnalytical SkillsMediationClaims ProcessingPolicy Development

Questions & Answers

Common questions about this position

What benefits are offered for this role?

Benefits include stock options, medical, dental, and vision insurance, generous PTO, 11 paid company holidays, 401(k) plan, infant care leave, and an on-site gym/showers open 24/7.

What is the salary for the Trust & Safety Specialist position?

This information is not specified in the job description.

Is this a remote position, or is there a required location?

This information is not specified in the job description.

What skills and qualities are required for this role?

Required skills include the ability to work without significant oversight in a fast-changing environment, being a self-starter who is detail-oriented and analytical, personable and professional communication with customers, and extreme proficiency in English writing. Experience in a peer-to-peer marketplace is a plus.

What is the company culture like at Neighbor?

Neighbor has a fun, collaborative, and inclusive team of innovative, talented, and motivated individuals, with a focus on building customer-centric organizations in a fast-growing, VC-backed tech startup environment.

Neighbor

Peer-to-peer storage marketplace for unused space

About Neighbor

Neighbor connects individuals who have unused space, like garages and basements, with those looking for affordable storage options. The platform allows homeowners to rent out their extra space, providing a flexible and cost-effective alternative to traditional self-storage facilities, often at half the price. Unlike conventional storage options that come with high costs and strict contracts, Neighbor offers a peer-to-peer model that meets the high demand for storage in the U.S. market. The company earns revenue by taking a percentage of the rental fees, creating a win-win situation where hosts can earn extra income while renters save money. Neighbor aims to create a secure and trustworthy environment for these transactions.

Lehi, UtahHeadquarters

2017Year Founded

$65.3MTotal Funding

DEBTCompany Stage

Fintech, Consumer GoodsIndustries

51-200Employees

Benefits

Stock Options

Medical Insurance

Dental Insurance

Vision Insurance

Unlimited Paid Time Off

Paid Holidays

Hybrid Work Options

401(k) Retirement Plan

On-site gym/showers open 24/7

Risks

Increased competition from traditional storage companies adopting digital platforms threatens Neighbor.

Economic downturns may reduce consumer spending on non-essential services, impacting Neighbor's revenue.

Legal challenges related to zoning laws could pose risks to Neighbor's business model.

Differentiation

Neighbor offers a peer-to-peer storage model, unlike traditional storage companies.

The platform provides storage at 50% of the usual price, enhancing affordability.

Neighbor empowers homeowners to monetize unused spaces, creating a unique income stream.

Upsides

Rising urbanization increases demand for external storage solutions, benefiting Neighbor.

Growing interest in minimalism drives demand for affordable storage options like Neighbor.

The sharing economy trend boosts consumer comfort with peer-to-peer transactions, aiding Neighbor.

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