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RentSpree · 22 hours ago

Trust & Safety Specialist

United States

Full-time

Remote

Entry, Mid Level

$31.25/hr - $31.25/hr

2+ years exp

RentSpree is the nation's leading home rental software, focused on bringing transparency, efficiency, and trust to the rental process. The Trust & Safety Specialist will play a critical role in protecting the platform by reviewing customer accounts for potential fraud and managing billing-related interactions.

PaymentsReal EstateRental PropertySoftware

Responsibilities

Review customer accounts across multiple RentSpree products to identify, investigate, and mitigate potential fraud risks

Monitor payment transactions and analyze data to detect potential fraud threats and emerging risk patterns

Enhance and maintain fraud-prevention measures, including ongoing optimization of Stripe Radar rules and workflows

Develop, write, review, and continuously update standard operating procedures (SOPs related to billing, fraud prevention, and account safety.)

Communicate directly with customers via phone and email regarding their accounts, including rent payments, refunds, disputes, chargebacks, and collections, ensuring clear and professional resolution

Follow up on accounts with outstanding balances and create structured workflows for consistent account outreach and resolution

Track payments, document follow-ups, and ensure accurate account status updates across systems

Maintain and update billing and fraud-related data in spreadsheets and internal tools; provide regular insights and updates to executive leadership and the finance team

Review team and individual OKRs and consistently meet or exceed established performance metrics

Collaborate cross-functionally with Finance, Product, and Support teams to improve billing accuracy, customer trust, and platform safety

Qualification

Fraud preventionBilling operationsPayment processingData analysisStripeCRM platformsStandard operating proceduresSpreadsheet proficiencyAI literacyCommunication skillsAttention to detailCross-functional collaboration

Required

2+ years of experience in billing operations, payments, finance operations, trust & safety, fraud prevention, or a related role in a SaaS or fintech environment

Hands-on experience reviewing payment transactions and customer accounts to identify, investigate, and mitigate fraud risks

Working knowledge of payment processors and fraud-prevention tools, including Stripe (required)

Experience managing customer billing inquiries, including rent payments, refunds, disputes, chargebacks, and collections, with a strong focus on accuracy and professionalism

Proficiency using CRM and customer support platforms such as HubSpot to track accounts, document workflows, and manage customer communications

Strong analytical skills with the ability to review trends, interpret data, and identify potential fraud or billing anomalies

Experience creating, documenting, and maintaining standard operating procedures (SOPs) for billing, fraud prevention, or operational workflows

Comfort working with spreadsheets (Google Sheets or Excel) to maintain data accuracy, track payments, and prepare reporting for finance teams and executive stakeholders

Proven ability to follow up on outstanding balances and manage structured account outreach workflows effectively

Ability to meet or exceed defined OKRs and performance metrics in a deadline-driven environment

Strong written and verbal communication skills, with the ability to speak directly and confidently with customers regarding sensitive financial matters

High attention to detail, sound judgment, and the ability to handle confidential financial and customer data responsibly

Experience collaborating cross-functionally with Finance, Product, Support, and Operations teams

Advanced Google Sheet and Microsoft excel skills

Preferred

Experience with Stripe Radar strongly preferred

Benefits

Equity Options: Share in the value we’re creating—your work makes a real impact.

Team-First Culture: Join a group of talented, supportive teammates who inspire each other to do their best work and celebrate every win.

Learning & Development: Ongoing support for your growth through resources, coaching, and career development opportunities.

Health Coverage: Comprehensive employee + dependent medical, dental, and vision insurance, as well as HSA/FSA options. Plus, enjoy additional health perks like access to Headspace Care+, gym membership discounts, and much more — because your well-being matters, inside and out.

Plan for your future: Life, disability, and Simple IRA retirement plan with company match to support your future.

Flexible Vacation Policy: We trust you to take the time you need to rest and recharge.

Holidays: Enjoy 12 holidays throughout the year, as a part of our commitment to honoring culture, history, and time to recharge.

Events: We make time to connect and celebrate through reimbursable weekly team lunches, game nights, events, and more, both in-person and remotely.

Recognition Programs: Team members can recognize their peers with Sprees, which are redeemable for gift cards and/or donations to an organization of your choice, or nominate a colleague for a S.P.R.E.E. Award to spotlight above-and-beyond contributions, which may be rewarded with a spot bonus. Our Work Anniversary Program also honors employee milestones with personalized tokens of appreciation!

Business Expense Allowance & Internet Reimbursement: Get the tools and support you need to do your best work.

Parental Leave & Fertility Support: Inclusive benefits to support you and your family, wherever you are in life.

Legal & tax benefits: We offer group legal benefits and tax support through RocketLawyer.

Seattle HQ: If you’ll be working from our Seattle office, you’ll receive a company-sponsored Orca card to cover the cost of public transportation to and from the office!