Host Success (Trust and Safety) Associate

Peerspace

4d•$4,500•Remote

About The Position

Peerspace is seeking a Host Success Associate to join their Host Success team. This role is responsible for maintaining marketplace health and host quality by ensuring platform activity adheres to policies and remains trustworthy for users. The associate will primarily review host accounts and activity, analyze data and context, and apply company policies to make decisions on appropriate actions. This role requires strong judgment, attention to detail, and the ability to work efficiently while maintaining accuracy. The associate will also communicate with hosts, document decisions, and provide feedback to improve operational processes and tools.

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 skills to reach sound, defensible decisions based on data and situations.
Comfort working with data, including reading dashboards and account metrics.
Sharp attention to detail and a low tolerance for careless mistakes.
Ability to move quickly through high volume without sacrificing quality.
Clear, professional written communication skills.
Sound judgment in ambiguous situations and comfort applying policy when the answer isn't explicit.
Ability to remain professional and even-handed under pressure with frustrated or difficult hosts.
Native-level English, written and spoken.
Availability during standard US business hours.

Nice To Haves

Experience in a two-sided marketplace or platform operations function.
Familiarity with ticketing and ops tools like Zendesk or internal queues, and ability to learn new tools quickly.
Comfort working alongside automated systems and validating their output.
Basic SQL or comfort querying data.
A track record of applying policy or handling host and customer issues while staying professional.

Responsibilities

Review host accounts and activity, analyzing data and context to determine the right course of action.
Apply Peerspace policies and playbooks to decide on responses, including host outreach and account-level actions.
Document reasoning for decisions to ensure they hold up to review.
Maintain platform activity within guidelines to ensure a high-quality and trustworthy marketplace.
Work quickly and accurately, balancing throughput with quality.
Utilize existing templates and follow established processes, escalating edge cases as needed.
Communicate clearly and professionally with hosts, holding the line while helping them return to good standing when appropriate.
Provide feedback on tools and processes, confirming or correcting surfaced information and identifying patterns or gaps.
Improve the review process over time.