Trust and Safety Specialist
About the position We are looking for a Trust and Safety Specialist to join our team. In this role, you'll investigate suspicious activity, prevent fraud, and protect the experience of buyers and sellers across our global music gear marketplace. You'll work within established workflows to monitor transactions, manage cases, and support the broader Trust & Safety team — learning the systems, tools, and processes that keep Reverb safe. We're looking for someone who is detail-oriented, curious, and eager to grow in the Trust & Safety space. If you're someone who asks good questions, learns quickly, and cares about keeping communities safe, this role is a great place to start. This is a full-time, hybrid position reporting to the Fraud Risk Operations Manager. Our hybrid team members work from our Chicago office once a week [on Tuesdays] and come together for quarterly org on-sites and our yearly Reverbfest.
Responsibilities
- Monitor real-time transaction queues and flag suspicious activity according to established guidelines
- Investigate transactions, listings, and account behavior to identify potential fraud, abuse, and policy violations (e.g. account takeover, friendly fraud, collusion) using defined processes
- Manage fraud, dispute, and policy cases from intake through resolution, following documentation standards and handling timelines set by the team
- Support chargeback and dispute workflows by gathering evidence and preparing cases under the guidance of senior team members
- Escalate emerging risks and unusual patterns to senior team members for review
- Respond to customer tickets (Zendesk) related to fraud or policy issues using team templates and guidelines
- Collaborate with teammates across Trust & Safety and Customer Experience to resolve issues and share relevant case information
Requirements
- 0–2 years of experience in Trust & Safety, Fraud Operations, Risk, Customer Support, or a related field — e-commerce or marketplace exposure is a plus but not required
- Attentiveness to detail with the ability to follow structured processes accurately across multiple cases
- Clear written and verbal communication skills for case documentation and customer-facing responses
- Comfortable asking questions, learning from mistakes, and applying feedback to improve
- Proficiency with basic spreadsheet tools (Google Sheets, Excel) and willingness to learn ticketing systems (e.g. Zendesk)
- Ability to adapt when priorities shift in a fast-paced, dynamic environment
- Availability to work weekends and/or select holidays
Nice-to-haves
- Familiarity with fraud detection tools, payment risk concepts, or chargeback/dispute processes
- Exposure to marketplace or e-commerce environments
- Interest in or knowledge of music gear is a plus
Benefits
- 100% paid premiums for medical, dental, and vision coverage for the employee, spouse or domestic partner, and all eligible dependents. Medical coverage includes gender affirming care.
- Life, AD&D, and supplemental long- and short-term disability insurance
- A matching 401(k)
- A generous PTO policy that includes vacation, sick/mental health days plus 11 paid holidays and two floating holidays
- Professional development and continued learning opportunities through access to mentoring, 1:1 coaching, and platforms like Skillsoft
- 18 weeks of gender-neutral parental leave for the birth or adoption of a child
- Up to $25,000 reimbursement of adoption and/or surrogacy related expenses
- Paid sabbatical program
- Annual work/life stipend
- Ways to give back to your community through volunteer time off