Host Success Associate – Trust and Safety

🔥 9 minutes ago

🇺🇸 United States – Remote

💵 $4.5k / month

⏳ Contract/Temporary

🟢 Junior

🟡 Mid-level

🚫👨‍🎓 No degree required

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Peerspace

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2013

🏪 Marketplace

🏠 Real Estate

👥 B2C

💰 Convertible Note on 2018-08

Marketplace • Real Estate • B2C

Peerspace is an online marketplace that connects people with unique spaces for a variety of activities such as photo shoots, meetings, parties, and workshops. The platform allows users to discover and book venues across numerous cities worldwide, providing a diverse selection of space types including houses, bars, warehouses, and community centers. Peerspace caters to a wide range of events, offering creative and unconventional venues that can accommodate activities like weddings, corporate events, and film shoots. Additionally, it serves as a platform for space owners to earn extra income by listing their spaces.

📋 Description

• Review host accounts and activity. Work through a daily set of accounts and interactions that need review. Look at the host data and context, then decide the right course of action. • Make the call. Apply Peerspace policies and playbooks to decide how we respond, from host outreach to account-level action. Document your reasoning so the decision holds up to review. • Hold the standard. Keep activity on the platform within our guidelines so the marketplace stays high quality and trustworthy. • Work fast and accurately. Keep your throughput high and your error rate low. Speed doesn't excuse a sloppy call, and being careful doesn't excuse a backed-up queue. • Use the process. Apply existing templates and follow the established process. Flag edge cases that need escalation or a new approach instead of forcing a bad fit. • Communicate with hosts. Write clear, professional messages when action is needed. Hold the line while helping hosts get back into good standing where that's the right outcome. • Make us sharper. Confirm or correct what our tools surface, and bring back the patterns, gaps, and process fixes you spot along the way.

🎯 Requirements

• 1 to 3 years in host or customer operations, marketplace operations, account management, trust and safety, disputes, or another judgment-heavy role • Strong analytical reasoning. You can look at data and a situation and reach a sound, defensible decision • Comfort working with data. You can read dashboards and account metrics and use them to inform a call • Sharp attention to detail and a low tolerance for careless mistakes • The ability to move quickly through high volume without sacrificing quality • Clear, professional written communication • Sound judgment in ambiguous situations, and comfort applying policy when the answer isn't spelled out • Steady under pressure. You can stay professional and even-handed with a frustrated or difficult host without escalating or backing off the standard. • Native-level English, written and spoken, and availability during standard US business hours • Experience in a two-sided marketplace or platform operations function (strongly preferred) • Familiarity with ticketing and ops tools like Zendesk or internal queues, and the ability to pick up new tools quickly (strongly preferred) • Comfort working alongside automated systems and validating their output (strongly preferred) • Basic SQL or comfort querying data (strongly preferred) • A track record of applying policy or handling host and customer issues while staying professional (strongly preferred)

🏖️ Benefits

• Diversity • Inclusion