Trust and Safety Specialist in Chicago, Illinois at Reverb.com

About Reverb

Reverb is the largest online marketplace dedicated to buying and selling new, used, and vintage musical instruments. Since launching in 2013, Reverb has grown into a vibrant community of buyers and sellers all over the world. By focusing on inspiring content, price transparency, musician-focused e-commerce tools, a music-savvy customer service team, and more, Reverb has created an online destination where the global music community can connect over the perfect piece of music gear.

We love working at Reverb because we’re making the world more musical—through our marketplace and through Reverb Gives, which provides musical instruments to youth music education programs. We were named a “Best Place to Work” by Built in Chicago and a “Top Workplace'' by the Chicago Tribune.

About the role

We are looking for a Trust and Safety Specialist to join our team. In this role, you'll investigate suspicious activity, prevent fraud, and protect the experience of buyers and sellers across our global music gear marketplace. You'll work within established workflows to monitor transactions, manage cases, and support the broader Trust & Safety team — learning the systems, tools, and processes that keep Reverb safe.

We're looking for someone who is detail-oriented, curious, and eager to grow in the Trust & Safety space. If you're someone who asks good questions, learns quickly, and cares about keeping communities safe, this role is a great place to start.

This is a full-time, hybrid position reporting to the Fraud Risk Operations Manager. Our hybrid team members work from our Chicago office once a week [on Tuesdays] and come together for quarterly org on-sites and our yearly Reverbfest.

Responsibilities

• Monitor real-time transaction queues and flag suspicious activity according to established guidelines
• Investigate transactions, listings, and account behavior to identify potential fraud, abuse, and policy violations (e.g. account takeover, friendly fraud, collusion) using defined processes
• Manage fraud, dispute, and policy cases from intake through resolution, following documentation standards and handling timelines set by the team
• Support chargeback and dispute workflows by gathering evidence and preparing cases under the guidance of senior team members
• Escalate emerging risks and unusual patterns to senior team members for review
• Respond to customer tickets (Zendesk) related to fraud or policy issues using team templates and guidelines
• Collaborate with teammates across Trust & Safety and Customer Experience to resolve issues and share relevant case information

Requirements

• 0–2 years of experience in Trust & Safety, Fraud Operations, Risk, Customer Support, or a related field — e-commerce or marketplace exposure is a plus but not required
• Attentiveness to detail with the ability to follow structured processes accurately across multiple cases
• Clear written and verbal communication skills for case documentation and customer-facing responses
• Comfortable asking questions, learning from mistakes, and applying feedback to improve
• Proficiency with basic spreadsheet tools (Google Sheets, Excel) and willingness to learn ticketing systems (e.g. Zendesk)
• Ability to adapt when priorities shift in a fast-paced, dynamic environment
• Availability to work weekends and/or select holidays

Nice to Have

• Familiarity with fraud detection tools, payment risk concepts, or chargeback/dispute processes
• Exposure to marketplace or e-commerce environments
• Interest in or knowledge of music gear is a plus

Additional Information

Remote-eligible roles (as indicated in the location header of each job description) are available in all U.S. states except Alaska and Hawaii. Remote roles are currently only available within the U.S. unless otherwise specified in the specific job description.

Reverb offers a comprehensive total rewards package that combines base, bonus, and an array of benefits. Some of our key benefits include but are not limited to the following:

• 100% paid premiums for medical, dental, and vision coverage for the employee, spouse or domestic partner, and all eligible dependents. Medical coverage includes gender affirming care.
• Life, AD&D, and supplemental long-and short-term disability insurance
• A matching 401(k)
• A generous PTO policy that includes vacation, sick/mental health days plus 11 paid holidays and two floating holidays
• Professional development and continued learning opportunities through access to mentoring, 1:1 coaching, and platforms like Skillsoft
• 18 weeks of gender-neutral parental leave for the birth or adoption of a child
• Up to $25,000 reimbursement of adoption and/or surrogacy related expenses
• Paid sabbatical program
• Annual work/life stipend
• Ways to give back to your community through volunteer time off

At Reverb, we believe that an equitable and inclusive workplace where people from all backgrounds can come, stay and thrive makes us a more relevant and resilient company. Reverb is an equal opportunity employer. We do not discriminate on the basis of race, color, ancestry, religion, national origin, sexual orientation, age, citizenship, marital or family status, disability, gender identity or expression, veteran status, or any other legally protected status. We will ensure that individuals with disabilities are provided a reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. If, due to a disability, you need an accommodation during any part of the interview process, please let your recruiter know.

We know that the impostor syndrome and confidence gap are real. Please do not hesitate to apply!