Case Manager - Critical Escalations, Trust and Safety

About Trust and Safety’s Critical Escalations and Privacy Team

We are a high-performing, tight-knit team of experienced professionals who are focused on creating a world-class experience for our pros, customers, and team. Our mission is to deliver a human-first, tailored approach to the most high-risk and sensitive matters that impact our pros and customers. We are passionate about reducing risk and building trust with our users and keep this as our north star in everything we do. As a part of our mission, we routinely collaborate with cross-functional teams, such as legal, on investigations and joint initiatives to drive Trust and Safety forward on Thumbtack.

About the Role

Thumbtack is seeking a self-driven individual with meticulous attention to detail combined with a high degree of integrity to join our team as a Case Manager. In general, your day-to-day activities will involve overseeing the most sensitive Trust and Safety concerns to ensure they are appropriately addressed while mitigating organizational risk. You will work with users using a high level of critical thinking, decision-making, and discretion.

As a Trust & Safety Team member, you are an integral part of protecting the Thumbtack brand. You will have the opportunity to work on some of Thumbtack’s most interesting and challenging issues. You will address issues integral to Thumbtack’s mission and longevity and uphold our marketplace standards and policies.

Embark on a rewarding journey with our dynamic team, where your impactful contributions will shape user experiences for both pros and customers alike, propel our business goals forward, and crucially contribute to nurturing a secure and trustworthy environment on the Thumbtack platform.

What you'll do

• Independently assess information and recommend appropriate actions on a variety of trust and safety concerns via phone and email, with a focus on assisting our users while mitigating organizational risk.
• The ability to think quickly during intense and difficult situations without direct guidance from management.
• Through your additional training and experience (ex., prior employment or certifications), you will oversee and execute on matters that have a high impact on the organization with potential financial and legal implications.
• Oversee the payment and distribution of the Thumbtack Guarantee to consumers.
• Management of personally identifiable information.
• Ability to interpret and base decisions on complex legal documents.
• Act as a consultant to other agents and managers seeking guidance on dealing with escalated and sensitive concerns.
• Collaborate on shared initiatives with cross-functional teams (such as legal)
• Ability to interpret and effectively communicate company policies and guidelines to customers.
• Self-prioritize activities and tasks based on importance to drive completion of departmental goals.
• Contribute to our team and company culture through peer collaboration, training, coaching and personal development.
• Assist with the creation and execution of OKR’s and KPI’s to measure our success.

In order to be successful, you must bring

• Experience in a related field such as Trust and Safety, Law Enforcement, Compliance, Human Resources, Legal, or other fields requiring a high degree of confidentiality, discretion, and meticulous attention to detail.Proven ability to handle sensitive information with discretion, exceptional problem-solving and strategic thinking skills
• Collaborative and the ability to remain calm under pressure
• Ability and openness to receiving and acting on constructive feedback.
• Ability to independently manage a caseload and volume across multiple systems by managing and prioritizing your time and efforts
• A dedicated team player with a strong desire for learning, self-driven, resilient, and possessing critical thinking skills for effective problem-solving
• Demonstrated communication and interpersonal competence, enabling you to appropriately communicate with various audiences such as customers, pros, internal teams, and cross-functional partners
• High School diploma or equivalent
• Proven ability to build expertise quickly, absorb details, and adapt to shifting priorities