Trust & Safety Specialist

Rent Spree is the nation's leading home rental software. Our award-winning product suite simplifies the entire rental journey—from applications and screening to payments and lease management. Our mission is to bring transparency, efficiency, and trust to agents, landlords, and renters alike.

With over 3 million users, partnerships with 300+ leading real estate companies and MLS platforms, and nine years of consistent growth, Rent Spree is at the forefront of proptech innovation. Our award-winning solutions deliver automation and real-time insights that make renting faster, easier, and more secure for our customers.

Rent Spree is a proud Forbes' Best Startup Employer and we were also ranked one of Built In Seattle’s Best Places to Work. As one of the fastest-growing property tech startups in the U.S., we’re looking for talented problem-solvers to contribute meaningful impact as we scale.

At Rent Spree, we believe that safety and transparency are our top priorities, and our Trust & Safety Specialist plays a critical role in protecting Rent Spree’s platform and ensuring accurate, trustworthy experiences for our customers. This role is responsible for reviewing customer accounts and payment activity across multiple products to identify potential fraud, monitoring transaction trends, and strengthening fraud-prevention measures.

In this role, you will manage billing-related customer interactions, including rent payments, refunds, disputes, chargebacks, and collections, while proactively following up on accounts with outstanding balances. You will develop and maintain standard operating procedures, build effective account follow-up workflows, and ensure data accuracy across internal systems and reporting tools.

Working closely with Finance, Product, and Support teams, the Trust & Safety Specialist will track performance against OKRs, provide actionable insights to leadership, and contribute to continuous improvements in billing operations, customer trust, and platform safety.

This role is a remote, full-time role based in Los Angeles or Seattle metros only. This role will align with PST hours, with occasional company-wide evening meetings.

• Review customer accounts across multiple Rent Spree products to identify, investigate, and mitigate potential fraud risks.
• Monitor payment transactions and analyze data to detect potential fraud threats and emerging risk patterns.
• Enhance and maintain fraud-prevention measures, including ongoing optimization of Stripe Radar rules and workflows.
• Develop, write, review, and continuously update standard operating procedures (SOPs related to billing, fraud prevention, and account safety.)
• Communicate directly with customers via phone and email regarding their accounts, including rent payments, refunds, disputes, chargebacks, and collections, ensuring clear and professional resolution.
• Follow up on accounts with outstanding balances and create structured workflows for consistent account outreach and resolution.
• Track payments, document follow-ups, and ensure accurate account status updates across systems.
• Maintain and update billing and fraud-related data in spreadsheets and internal tools; provide regular insights and updates to executive leadership and the finance team.
• Review team and individual OKRs and consistently meet or exceed established performance metrics.
• Collaborate cross-functionally with Finance, Product, and Support teams to improve billing accuracy, customer trust, and platform safety.

Our job descriptions evolve with our business needs and priorities. In addition to the description above, your role may include additional tasks, projects and team support as needed.

• 2+ years of experience in billing operations, payments, finance operations, trust & safety, fraud prevention, or a related role in a SaaS or fintech environment.
• Hands-on experience reviewing payment transactions and customer accounts to identify, investigate, and mitigate fraud risks.
• Working knowledge of payment processors and fraud-prevention tools, including Stripe (required); experience with Stripe…