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

The Director of Trust & Safety is responsible for the protection of our marketplace—leading teams across fraud prevention, marketplace integrity, account security, and post-transaction risk management to keep our community safe and our platform trusted. You'll drive the strategy and execution behind detecting, preventing, and responding to fraudulent and abusive activity, partnering with Legal, Compliance, Finance, Payments, Product, and Engineering to build scalable solutions that reduce risk without compromising the customer experience.

We're looking for a leader who brings structure to ambiguity, thinks strategically, and is genuinely passionate about developing people and building high-performing teams. If you thrive at the intersection of operational excellence and big-picture thinking, this role is for you.

This role reports to the VP of Operations and is based in our Chicago, IL office.Hybrid team members are expected to work from our Chicago office 1-3 times per week, depending on team norms.

Responsibilities

• Lead teams responsible for fraud detection and prevention, chargeback and dispute management, and marketplace integrity across Reverb, developing and maintaining key Trust & Safety metrics that reduce fraud exposure while minimizing friction for legitimate users.
• Drives processes for identifying, investigating, and mitigating fraudulent and abusive activity—including fraudulent listings, account takeover, and coordinated behavior—with a focus on early detection of high-risk accounts before they impact customers.
• Partner with Product and Engineering to design risk-based controls, trust signals, and scalable detection systems, using automation, rules, and third-party tooling to improve accuracy and reduce manual review.
• Be responsible for chargeback and dispute management, develop and implement marketplace policies, and drive reporting and governance processes that provide regular insights into risk trends and performance.
• Set vision and strategy for your team, lead and develop employee performance, and perform root cause analyses to continuously strengthen controls and prevent recurrence.

Requirements

• 7+ years in Trust & Safety, Fraud, or Risk, with 5+ years leading operational teams in a marketplace or e-commerce environment preferred.
• Deep expertise in fraud prevention and abuse patterns, with a consistent record of improving operational efficiency through process improvements, tooling, and automation.
• A clear, compelling communicator who can articulate strategy and trade-offs to senior leadership and influence cross-functional partners.
• Familiar with fraud and risk platforms (Accertify a plus) and emerging detection technologies, with the adaptability to change directions quickly as the risk landscape evolves.

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!