Peerspace

Data Scientist

• Partner with Product, Engineering, and Design teams and business units to understand users, product performance, and the marketplace
• Work closely with PED to set goals, understand product engagement, and learn from experiments in the two-sided marketplace
• Develop measurement frameworks and establish new metrics or reporting systems
• Align cross-functional stakeholders on priorities and the analytical roadmap
• Design and analyze experiments
• Analyze user behavior and marketplace dynamics
• Investigate business trends and diagnose drivers of business performance
• Collaborate with Analytics, Data Engineering, and the broader data community to grow data culture
• Report directly to the Head of Analytics

Senior Data Scientist

Customer Support

• Work a queue of guest and host conversations across chat, email, phone, and SMS
• Resolve booking issues and mediate misunderstandings between hosts and guests
• Process cancellations and adjustments accurately
• Use AI assist tools and the knowledge base to draft and check responses
• Edit responses for accuracy and tone before sending
• Identify opportunities to surprise and delight customers
• Flag recurring issues, confusing policies, and product friction to Specialists and leadership
• Meet response-time and quality targets
• Maintain careful, complete case notes
• Participate in standups, Slack, and team culture activities

Customer Experience Associate

Associate

• Manage high volumes of inquiries within Intercom, providing clear, concise, and professional communication to users with an eye for process improvements
• Review sign-up, login, and transaction fraud triggers, identifying and blocking fraudulent platform behavior
• Conduct investigations to detect suspicious activity, including reviews of identity and payment verification sessions
• Review user content to ensure compliance with community guidelines and our Terms of Service and maintain platform integrity
• Process and manage global data deletion requests
• Research and document complex chargeback disputes

Associate Investigator, Trust and Safety

• Review host accounts and activity. Work through a daily set of accounts and interactions that need review. Look at the host data and context, then decide the right course of action.
• Make the call. Apply Peerspace policies and playbooks to decide how we respond, from host outreach to account-level action. Document your reasoning so the decision holds up to review.
• Hold the standard. Keep activity on the platform within our guidelines so the marketplace stays high quality and trustworthy.
• Work fast and accurately. Keep your throughput high and your error rate low. Speed doesn't excuse a sloppy call, and being careful doesn't excuse a backed-up queue.
• Use the process. Apply existing templates and follow the established process. Flag edge cases that need escalation or a new approach instead of forcing a bad fit.
• Communicate with hosts. Write clear, professional messages when action is needed. Hold the line while helping hosts get back into good standing where that's the right outcome.
• Make us sharper. Confirm or correct what our tools surface, and bring back the patterns, gaps, and process fixes you spot along the way.

Senior Data Scientist

Customer Experience Associate

Associate Investigator, Trust and Safety

Host Success Associate – Trust and Safety