Clutter is an on-demand, technology company based in Los Angeles that is disrupting the $50B/year self-storage and moving industries. We’ve built an end-to-end logistics and supply chain platform that enables us to offer consumers a much more convenient solution at price parity with the incumbents. We’ve raised $300M from a number of VCs, including SoftBank, Sequoia, Atomico and GV (formerly Google Ventures). We have 750+ team members and tens of thousands of customers in 11 major markets across the US with plans to be in 50+ markets, domestically and internationally, within the next 5 years!
At Clutter, we’re fortunate to be providing a consumer value proposition that people love and one that makes economic sense - a true product/market fit that few startups ever find. To deliver on our promise to consumers, team members and investors, we’re focused on hiring, training and retaining exceptional individuals. This means that we have a very thorough interview process and maintain high performance expectations, but we’ll always be transparent with you and respectful of your time.
The opportunity:
Our Trust & Safety Specialists are analytic, passionate about resolving complex issues and operate well under pressure. This team is responsible for resolving all customer claims, escalated disputes, and social media risk with accuracy and professionalism. Trust & Safety Specialists will utilize all forms of communication to resolve customer claims & concerns. We are looking for a
detail-oriented Claims Specialist to join this collaborative, fully-remote team. This is an hourly position that may require overtime, depending on the needs of the business. This fully remote position reports to the Trust & Safety Supervisor. Note: This job is posted as both a Claims Specialist & a Trust & Safety Specialist, but will receive a Trust & Safety Specialist job title upon hiring.
What you get:
$24.00 per hour starting pay
Schedules - Five 8.5 hour (.5 unpaid lunch) shifts per week . Shift start times vary from 4:00am to 9:00am PST. The team operates 7 days a week, weekend shifts are typical and overtime may be required depending on business need. Shift start times and days of the week are scheduled based upon business need.
Stock Options - Own a piece of this Google-backed tech start-up
Competitive vacation, uniform sick, and holiday time-off policy
Full Health Benefits for you and your family (Medical, Dental, and Vision)
Equipment - A Mac laptop and headset for work use
Monthly internet stipend
Flexibility to work remotely from any of the following states: AZ, CA, CO, CT, FL, GA, IA, ID, IL, KS, KY, LA, MA, MD, MI, MN, MO, NB, ND, NJ, NV, NY, OH, OK, OR, PA, SD, TN, TX, VA, WA, WI
What you'll do:
Provide support throughout the claims process and own monetary compensation escalations via phone or email
Investigate and evaluate customer
damage/lost Item claims and provide 100% accurate claim settlements
Investigate and evaluate customer
issue claims and provide resolutions that balance profitability, risk mitigation, and the customer experience
Build rapport and demonstrate empathy in all customer interactions.
Monitor Clutter’s social media presence, moderate comments and provide support for customers who post on Yelp, Twitter, Instagram, GMB, BBB, Consumer Affairs, T.P. & GroupOn
Address and respond to Customer Debit & Credit Disputes
Mitigate risk via inbound call transfers from the Clutter Customer Experience Team
Completion of paid training in the first week of employment is a requirement
What we're looking for:
Bachelor's or Associate's degree
Availability to work on weekends required
1 year of experience in claims or trust & safety (preferred -
not required)
Passion for technology and respect for the process
Self-starter, possesses flexibility to work in a fast-changing environment with flexible shifts and ambiguous situations
Strong communicator who enjoys building rapport with customers and resolving complaints
Experience or understanding of how to work and collaborate with a remote, distributed team
Clutter is committed to fostering a fair, inclusive, and equal work environment. We strive to create a workplace that reflects the communities that we serve, where each team member is empowered to come to work as their true self. Diverse teams are more successful, which is why Clutter aims to be a leader in workplace equality and move both our company and the industry forward.
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