Fraud Specialist - Host & Partner Relations (m/f/d)

As HomeToGo’s Host & Partner Relations Specialist, you will be the human connection between hosts & partners and our product, striving to deliver effective solutions that satisfy property owners around the world. Your customer-centric mindset will help you deliver first-class customer service to our hosts & partners and work on projects that aim to improve the holistic platform experience. This is an exciting opportunity to work with an international team in a highly cross-functional role, directly advocating on behalf of our hosts and partners. 

• The focus of the role is to provide an outstanding experience for our hosts & partners across multiple platforms, including but not limited to phone and email with a focus on first-contact resolution.

• During the first month, you will get to know the Customer Experience team (Guest, Partner and Host relations) and learn how to collaborate cross-team

• Within your first three months, you will support the Host and Partner Relations team by enhancing daily operations, and introducing new ideas.

• After six months in your role, you will act as the team’s "eyes and ears" for fraud. You will identify suspicious host behavior, investigate anomalies in onboarding, and help maintain a "zero-fraud" environment.

• At all times, you will aim to resolve host & partner issues in an effective and timely manner and partner with the Product and Technical teams by providing clear, documented evidence for complex bugs or fraud patterns.

• Prioritize the customer by demonstrating a genuine commitment to delivering an exceptional service experience.

• Communicate effectively in English (C1 level), with professional proficiency in German (B2) and/or French (B2).

• Bring at least two years of experience in customer service or hospitality; travel industry knowledge is a valuable asset.

• Engage with empathy and utilize strong interpersonal skills to build rapport with clients and colleagues.

• Have experience with Salesforce, Jira, other CRM and project management tools

• Are comfortable working with a team, and have strong collaboration skills

• Are Tech-Savvy and aren't afraid of the "back office". You have experience (or a strong interest) in how APIs and software integrations (Channel Managers) work.

• Experience with fraud prevention tools like SIFT would be a strong plus

• Flexible hybrid work: Work remotely up to 50% of the year, including up to 63 days of "work from anywhere" within the EU and UK.*

• Competitive compensation: Market-aligned salary plus stock options for eligible roles.

• Generous time off: 27 vacation days to start, increasing with tenure to up to 32 days.

• Dog-friendly offices: Bring your four-legged friend along – our offices welcome well-behaved dogs.

• Relocation & visa support: Full visa sponsorship and relocation support for international hires joining our Berlin office.*

• Growth & development: German classes, masterclasses, and cross-team mentoring.

• Commuter & mobility perks: Monthly subsidy for the Deutschland-Ticket and tax-advantaged bike leasing via salary conversion.

• Wellbeing & fitness: Mental health support resources and subsidized sports memberships.

• Travel & lifestyle perks: Exclusive discounts via HomeToGo_Friends, Travel Industry Card deals, and 20% off Union Berlin fan gear.

• Climate responsibility: We practice responsible stewardship daily and embed ESG at the heart of our operations, while collaborating with Plan A to stay accountable for our carbon footprint and environmental impact. 

• AI-first culture: Leverage a world-class AI ecosystem with Google Enterprise+, Slack AI, and SOTA model access via Copilot, Claude or LiteLLM. By using our custom agents for automation and knowledge management, you’ll become a first-class adopter of the AI workflows defining industry best practices.

• All legitimate job opportunities are listed on our official Careers Page.
• Any communication from us will come from an @hometogo.com email address.