Trust and Safety Specialist

About the Trust and Safety Team

The Trust and Safety team is a tight knit, highly-skilled team that is dedicated to supporting our users experiencing Trust and Safety concerns. The team stands at the forefront of investigating project and safety-related reports from our customers and pros, mediating disputes, and taking appropriate action on issues that are integral to Thumbtacks' mission and longevity by ensuring our customers and pros are supported and our platform standards are upheld.

About the Role

To ensure a great user experience and long-term growth, trust and safety are the foundation of everything we do. As a part of the Trust and Safety Team, you will have the opportunity to work on some of Thumbtack's most exciting and challenging issues. You will work as the front-line on matters integral to Thumbtack’s mission and longevity by ensuring our platform standards and policies are upheld. On this team, you will be part of a tight-knit group that works on ensuring that fraudulent activities on our platform are caught and prevented. By doing so, you help ensure that Thumbtack continues to be a safe space for all our pros and customers.

Responsibilities

• Works on tasks that are designed to catch spam, reduce fraud, increase adherence to the Terms of Service, and improve trust and safety on the Thumbtack platform, including but not limited to:
• Reviews pro profiles and activities and takes appropriate actions to make sure we deliver quality pros to our customers
• Reviews customer profiles and activities and takes appropriate actions to make sure we deliver quality leads/customers to our pros
• Makes sure users adhere to Thumbtack’s Terms of Service and takes appropriate actions against users who violate the Terms of Service
• Proactively identifies user accounts and user activities to catch and flag fraud, scam, and other Terms-of-Service (TOS) violations in the platform
• Investigates and researches complex fraud cases
• Identifies and raises suspicious and unusual fraud trends and activities on the platform
• Reviews the reports received from users and takes appropriate action
• Reports unusual and/or unexpected behavior of the machine models/rules
• Reinforces Thumbtack’s Terms of Service
• Works with the manager to further improve our Trust and Safety policies by surfacing process and product deficiencies and providing recommendations
• Resolves issues through the proper escalation of cases
• Assists in the completion of special and ad-hoc projects
• Participates and assists in the completion of Trust and Safety special projects
• Upholds the values of Thumbtack

To Be Successful, You Must Bring

• 2-4 years of professional experience in the BPO, shared services or similar industry.
• Experience working in trust & safety, content moderation, and/or fraud detection is strongly preferred.
• Excellent analytical skills and the ability to use professional judgment when interpreting findings.
• Strong aptitude for research, navigation and investigation.
• Exceptional English communication (verbal, writing, and email writing) skills.
• The ability to work days, mids or graveyard shifts and rotating rest days.

Bonus points if you have

• Experience working in operations or projects which involve supporting and resolving issues in online communities, eCommerce or online marketplaces/platforms, consumer app products, case management, incident handling, and/or user to user mediation
• Experience working in different channels (email, chat, phone) or any similar industry