Why us? We trust our team and we are goal oriented Competitive salary in accordance with candidate experience, alongside our flexible retribution system (restaurant vouchers, transport, etc.) to get the most out of your salary Stock Options of one of the most promising and best funded start-ups in Europe Wellness and benefits plan to take care of your physical and mental health, including gympass and access to mental health programs Day off on your birthday, we celebrate it with you Training budget, company events and team building activities. A challenging and creative job in an innovative, constantly growing, fast-moving and owner-managed company with many opportunities for growth An open corporate culture with plenty of room for new ideas and impulses People. Work with talented, committed and supportive teammates International work environment with more than 16 nationalities No politics or bureaucracy. Only a great environment for you to achieve your best work Your mission The Trust & Safety area is responsible for KYC, Fraud, High-Risk Complaints, Chargebacks, Landlord's Warranty, Claims Processing & Collections. They are Spotahome experts when in the tiny minority of cases things go wrong. This team takes a holistic approach to problem solving which is data led when dealing with such issues and work closely with the Legal Team when required. The Trust and Safety Agent or Fraud Specialist will be working on identifying online behaviours that could indicate fraudulent actors and removing them from the Spotahome platform. Furthermore, they would be replying to the payments disputes that Spotahome receives, support landlords & tenants through the KYC processes, address any payment issues and work as a collections function to collect unpaid fees. Finally, the trust and safety agent will be in charge of all the complaints / claims related to the Spotahome Guarantee, requesting any documentation needed from the clients for the investigation and resolution of these cases. What would you be doing? Payment Disputes. Fraud prevention investigation & KYC implementation. Handle Trust and Safety cases related to Spotahome Guarantee - claims handling. Support Landlords & Tenants on payment processes including collection activities. Your profile 1 year experience in similar position or studies related to Criminology, Fraud or similar. Understanding of online payments and risk management in e-commerce strongly preferred. Meticulous and detail oriented. Ability to learn and adapt to new technologies. Solid judgment and a strong moral compass. Data-driven, and ability to see patterns within data. Excellent problem solving, critical thinking and customer service skills. Able to work and self-organise with rapidly changing priorities. Strong written and verbal communications skills in English and Spanish; fluency of a third language is a bonus. Based in Madrid About us Spotahome is an international online marketplace which offers verified rental accommodation across 100 European cities in 27 countries and with a global ambition. Spotahome began as a start-up created in 2014 by 4 friends with a vision to revolutionise the traditional real estate space starting with digitalising rentals. At Spotahome we make renting easy by allowing people to book completely online from wherever they are in the world, with the knowledge that the property they are booking is real and accurate. We are the only ones sending "Homecheckers" to make videos, floorplans, and photos to the almost 100,000 properties across Europe. So far we've helped over 150,000 renters find their perfect home – no more traditional viewings, no more time-wasting, just easy online renting! We are backed by some of the most highly reputed international investors from Silicon Valley, the UK, and Spain; having raised €80+ Million to date.
