Trust & Safety Investigator

About the Team

Our Trust & Safety team is responsible for the empathetic and efficient resolution of escalated customer disputes and any safety or security issues that may arise in our homes. This is a remote role. You are a talented, outcome-oriented individual who treats others equitably and balances compassionate customer support with rigorous investigative skills. You are excited to drive continuous process improvement and help build operational processes that will scale. As a successful Trust & Safety investigator, you bring calm and clarity to inherently uncertain and potentially stressful situations. You are an empathetic communicator capable of navigating nuance, and are passionate about helping mitigate financial loss and reputational impact to Opendoor’s brand.

Role Responsibilities:

• Review and resolve customer incident reports, and security alerts in adherence to company policies and operational processes
• Identify trends and provide feedback to management on strategic or tactical approaches initiatives that could prevent future recurring issues
• Collaborate with other departments (i.e. market operations) to gather facts and drive alignment with key leaders across the company
• Contact and follow up with victims, and cross-functional stakeholders in a regular, timely, and professional manner
• Compile reports and regularly communicate with various company leadership through cadenced updates and resolution recommendations
• Work with law enforcement and legal to resolve cases
• Supporting the testing and launch of new Trust and Safety processes

Skills Needed:

• At least 1 year of experience preferably in customer service, mediation / dispute resolution, fraud or risk investigations, crisis management, Trust & Safety, or a similar role
• Excellent communication skills, both written and spoken to engage with customers, external partners and senior company leadership in a tactful and diplomatic manner
• Excellent time management, negotiation, and conflict resolution skills
• Exceptional judgment, adaptability and level headedness
• Real passion for operational process improvement; you’re always thinking about how to scale
• Willingness to hustle and a “get it done” attitude, with experience at an early stage company a huge plus
• Bachelor’s degree or equivalent work experience
• Above all else an inquisitive, kind, and goal-oriented team player; ability to represent the Opendoor values in all interactions

Location:

Remote roles in the US are available in all states EXCEPT Hawaii, Alaska, Montana, or any US Territories. 

Compensation:

Our compensation reflects the cost of labor across several U.S. geographic markets, and we pay differently based on those defined markets. Base pay is one part of our total compensation package and is determined within a range. This provides the opportunity to progress as you grow and develop within a role. The U.S. pay range for this position is $65,600 - $82,000 annually. Pay within this range varies by work location and may also depend on your qualifications, job-related knowledge, skills, and experience. Your recruiter can share more about the specific salary range for the job location during the hiring process. We also offer a comprehensive package of benefits including paid time off, 12 paid holidays per year, medical/dental/vision insurance, basic life insurance, and 401(k) to eligible employees.

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