Trust and Safety Specialist

Flexibility to work remotely from any of the following states: AZ, CA, CO, CT, FL, GA, IA, ID, IL, KS, KY, LA, MA, MD, MI, MN, MO, NB, ND, NJ, NV, NY, OH, OK, OR, PA, SD, TN, TX, VA, WA, WI

Clutter is a technology & logistics company based in Los Angeles. We are actively disrupting the $60B/year self-storage and moving industries with our end-to-end supply chain and proprietary technology platform. We offer convenient and tech-enabled Smart Storage and Moving solutions to tens of thousands of customers in 20 states across the US, with more markets being added every year. We’re a Series D company, with investors including SoftBank, 8VC, Sequoia, Atomico and GV (formerly Google Ventures). It’s an exciting time to join Clutter!

At Clutter, we’re fortunate to have a value proposition that both resonates with customers and makes economic sense—a true product/market fit that few startups ever find. To deliver on our promise to customers, team members, and investors, we’re focused on hiring, training, and retaining exceptional talent. That’s where you come in.

The opportunity:

Our Trust & Safety Specialists are analytic, passionate about resolving complex issues and operate well under pressure. This team is responsible for resolving all customer claims, escalated disputes, and social media risk with accuracy and professionalism. Trust & Safety Specialists will utilize all forms of communication to resolve customer claims & concerns.  We are looking for a detail-oriented Trust & Safety Specialist to join this collaborative, fully-remote team. This is an hourly position that may require overtime, depending on the needs of the business.  This fully remote position reports to the Trust & Safety Supervisor.  Note: This job is posted as both a Claims Specialist & a Trust & Safety Specialist, but will receive a Trust & Safety Specialist job title upon hiring.

What you get:

• $24.00 per hour starting pay
• Schedules – Five 8.5 hour (.5 unpaid lunch)  shifts per week. Shift start times vary from 4:00am to 9:00am PST. The team operates 7 days a week, weekend shifts are typical and overtime may be required depending on business need. Shift start times and days of the week are scheduled based upon business need.
• Competitive vacation, uniform sick, and holiday time-off policy 
• Health Benefits for you and your family (Medical, Dental, and Vision)
• Equipment – A Mac laptop and headset for work use
• Monthly internet stipend
• Flexibility to work remotely from any of the following states: AZ, CA, CO, CT, FL, GA, IA, ID, IL, KS, KY, LA, MA, MD, MI, MN, MO, NB, ND, NJ, NV, NY, OH, OK, OR, PA, SD, TN, TX, VA, WA, WI

What you’ll do:

• Provide support throughout the claims process and own monetary compensation escalations via phone or email
• Investigate and evaluate customer damage/lost Item claims and provide 100% accurate claim settlements
• Investigate and evaluate customer issue claims and provide resolutions that balance profitability, risk mitigation, and the customer experience
• Build rapport and demonstrate empathy in all customer interactions.
• Monitor Clutter’s social media presence, moderate comments and provide support for customers who post on Yelp, Twitter, Instagram, GMB, BBB, Consumer Affairs, T.P. & GroupOn
• Address and respond to Customer Debit & Credit Disputes
• Mitigate risk via inbound call transfers from the Clutter Customer Experience Team
• Completion of  paid training in the first week of employment is a requirement

What we’re looking for:

• Bachelor’s or Associate’s degree
• Availability to work on weekends required
• 1 year of experience in claims or trust & safety (preferred – not required)
• Passion for technology and respect for the process
• Self-starter, possesses flexibility to work in a fast-changing environment with flexible shifts and ambiguous situations
• Strong communicator who enjoys building rapport with customers and resolving complaints
• Experience or understanding of how to work and collaborate with a remote, distributed team