Trust & Safety Specialist

What We Do 🏊‍♂️

Swimply is an online marketplace that allows owners of underutilized swimming pools to monetize their pools’ downtime by sharing them locally by the hour. Think Airbnb, but for swimming pools.

How We Started 🤽🏼‍♂️

Swimply was founded by Bunim Laskin in 2019. As the eldest of 12 siblings and lacking resources for his family to escape the heat, Bunim thought of offering his neighbor financial assistance in exchange for some pool time. Before long, others in the community cut similar deals with her and she was turning a handsome profit. The rest is history.

Why Choose Us 🚀
Swimply is a fast-growing Series A funded tech startup where we have a beautiful and fun team culture. We host weekly trivia and games for prizes like gift cards and snacks, happy hours, cook alongs, and all sorts of other fun activities. More importantly, you’ll be part of a community that is full of fun, driven people who all view each other as peers. Your contributions will matter a lot... (seriously, it’s a startup) and you’ll be considered a valued member of our company. You’ll get great experience working with seasoned tech vets in a fun startup environment that will look great on a resume.

Who We're Looking For 🙌
This is a summer seasonal position so our ideal candidates are smart & driven college sophomores, juniors, and seniors who want a job at a fast-paced, growing tech startup. If you're a college senior and you outperform this summer and show unlimited potential, there may be opportunities to convert full-time with us. Many of our recent college grads have joined Swimply in full-time roles!

Our Mission 🌎

Our mission is to extend the sharing economy beyond the functional to the experiential. We will do this by building an authentic community-driven marketplace that democratizes access and enhances quality of life for the average family. Our current focus is on swimming pools but we will incrementally expand the platform to include all kinds of underutilized spaces (so long as they’re awesome).

We believe that ownership can be smarter, better, and more meaningful. Helping owners earn an income from their underutilized assets reduces the financial anxiety of ownership and simultaneously fosters community.

We envision a world in which anyone, anywhere, can access anything with the tap of a button -from their very own tennis court or swimming pool to home gyms and even music studios - regardless of their economic status.

Where we are now 🚀

Swimply experienced incredible rapid growth (4,000% YoY), largely driven by customer love, word-of-mouth, and robust media coverage. Last year, over 3,000 pools have been listed in the US, over 45,000 transactions have been completed (up from 1,000 transactions in 2019), and over 200,000 swimmers have enjoyed a stranger's pool.

The Role

Our mission within the Swimply Trust & Safety team is to build a trusted and safe marketplace and prevent bad customer experiences from happening. You will work with our Customer Support reps, Software Engineers, and others to help prevent, detect, and resolve Trust and Safety related issues. You will engage with our hosts & guests, financial institutions, and third party platforms and vendors to further investigate, educate, or resolve issues.

What You'll Do

• Mastering knowledge of company policies and procedures, being an expert in claims verification, payment processing, dispute resolution, and fraud detection
• Analyze data, propose and implement programmatic rules to handle Trust and Safety issues at scale
• Document findings in narrative style format and prepare reports to management as required understand our risk systems and investigate account patterns through data analysis
• Work with Operations Lead to develop and enhance internal policies and tools such as increasing automation, updating policies, and fixing product loopholes
• Identify market trends and product vulnerabilities. Create data-backed recommendations to respond to trends and to reduce vulnerabilities; work with senior members of the team and cross-functional groups to ensure these recommendations are executed
• Work with internal teams to enhance proactive and reactive risk detection as an informing or collaborating task
• Maintain high levels of confidentiality while performing investigations
• Assist with other duties / projects as assigned
• Demonstrate great judgement and be open to sharing what you know with others
• 1- 2 years of experience within Risk, Fraud Prevention, Disputes and/or Trust and Safety
• 1-2 years of experience within Customer Service
• Must be available to work at least 5 days work per week (40+ hours) which may include weekend days and public holidays. Shifts may include evening or early morning hours
• Excellent interpersonal and communication skills, both written and verbal, to help our community in a tactful and diplomatic manner. Ability to balance fraud prevention alongside a positive customer experience
• Solutions and outcome-oriented
• Strong investigative ability, organizational, and analytical skills
• Ability to detect vulnerabilities in existing and new products or features, and anticipate the ever-evolving fraudulent behaviors
• Desire to work in a fast-paced and rapidly changing environment
• Ability to multitask, learn and adapt to new technologies
• Ability to remain calm in time sensitive situations; able to prioritize and respond to user and cross-functional team needs
• Ability to analyze data for patterns
• Ability to follow documented processes & procedures, and quickly adjust when coached
• SQL or equivalent experience with other coding languages is a plus
• Experience with customer ticketing systems and queues is a plus
• English fluency; both spoken and written

Our company is fully remote, and we're assembling a team of extraordinary talent to build our community-driven marketplace. We aim to deliver meaningful income to hosts and create more happiness in the world for local communities.

It's an excellent time to join because:

• You’ll be getting in on the ground floor to make a key impact at a consumer marketplace startup that is experiencing rocket ship growth
• You’ll be part of a team that is mission-driven, works hard, plays hard (generally in and around swimming pools 😎), and is in service to our community of hosts and guests
• You'll receive Swimply credits for free swims for you, family, and friends to experience our customer journey first hand