Host Success (Trust and Safety) Associate

Founded in 2014, Peerspace is an online marketplace that connects professionals and individuals to hosts with unique spaces. People book Peerspace for film and photo shoots, offsite meetings, product launches, social celebrations, and just about anything else that needs to happen away from home or the office.

Our Host Success team keeps the marketplace healthy. We develop and support our hosts, hold the standards that make Peerspace a place people trust, and protect the quality of the experience on both sides of the marketplace. You'll have the tools, resources, and leadership to do the job well, and your work will have a direct effect on the health of the platform.

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.

Most of your day is spent reviewing host accounts that need a closer look. You read the data and the context, then decide how Peerspace should respond. Some cases are obvious. Most take real judgment, which is why this isn't work we can hand to a machine.

We use technology to surface and prioritize what needs attention, but the decisions sit with you. You review what comes in, apply our standards, and take the right action. That work protects the quality of our marketplace and the trust hosts and guests place in Peerspace.

• 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.

What We're Looking For

Required

• 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

Strongly 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.

• Throughput. Accounts and cases reviewed and actioned within target timeframes.
• Decision quality. Accuracy of your calls and a low rate of reversed or escalated errors.
• Consistency. Policies applied evenly from one case to the next.
• Contribution. How much you help improve our review process over time.

Details

• Type: Contractor at $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.