Trust & Safety (Host Success Team) Associate

About the role

We're hiring a Host Success Associate to help keep our marketplace healthy and our hosts performing at a high standard. You'll be part of the team responsible for host quality and marketplace integrity, making sure activity on the platform meets our policies and that Peerspace stays trustworthy for the people who book on it.

Responsibilities

• 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.
• 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
• The ability to move quickly through high volume without sacrificing quality
• The ability to hold a firm line with a host without making it personal
• The ability to stay professional and even-handed with a frustrated or difficult host without escalating or backing off the standard

Preferred

• Experience in a two-sided marketplace or platform operations function
• Familiarity with ticketing and ops tools like Zendesk or internal queues, and the ability to pick up new tools quickly
• Comfort working alongside automated systems and validating their output
• Basic SQL or comfort querying data. Helpful, not required
• A track record of applying policy or handling host and customer issues while staying professional

Who Thrives Here

This role suits people who like untangling a messy situation and landing on the right answer. You take pride in getting it right. You can hold a firm line with a host without making it personal. And you're the kind of person who makes a decision, stands behind it, and moves to the next case instead of second-guessing all day.

Details

• Type: Contractor
• $4,500 a month
• Location: Fully remote, availability during standard US business hours required
• Reports to: Senior Manager, Host Success
• Diversity At Peerspace, we're committed to building a team that's diverse, equitable, and inclusive. Our workplace is one where everyone is empowered to make things happen and take pride in their work. Bringing together people from different backgrounds and identities makes us stronger and better serves the Peerspace community.
• We especially encourage applicants from a range of backgrounds, locations, and experiences.