Trust and Safety Incident Operations Specialist

Thumbtack helps millions of people confidently care for their homes.

Thumbtack is the one app you need to take care of and improve your home — from personalized guidance to AI tools and a best-in-class hiring experience. Every day in every county of the U.S., people turn to Thumbtack to complete urgent repairs, seasonal maintenance and bigger improvements. We help homeowners know which projects to do, when to do them and who to hire from our growing community of 300,000 local service businesses. If making an impact inspires you, join us. Imagine what we’ll build together.

About the Trust & Safety Team

We are a high-performing, thoughtful team dedicated to addressing urgent and complex issues with care, while safeguarding the Thumbtack brand. Our mission is to collaborate and coordinate effectively on escalated customer and pro reports, ensuring a safe, seamless, and high-quality experience for all. By partnering closely with cross-functional teams, we continually identify opportunities to elevate the customer journey and strengthen Thumbtack’s vision.

About the Role

As a Trust and Safety Incident Operations Specialist, you will be the utmost partner to our customers and pros. Your goal is to fully understand the concerns brought to our attention and act diligently to reach an agreed upon outcome. You will need to be prepared to handle challenging situations that require sound judgement, resilience, and discretion. This is your opportunity to positively impact the user experience, strengthen trust in our brand and help build a safer and more successful platform.

What you'll do

• Trust and Safety Incident Management: Independently assess and address trust and safety concerns via phone and email, focusing on assisting users while mitigating organizational risk. Oversee matters with potential financial and legal implications.
• Customer Support Mindset: Identify issues, trends, and common problems facing our users while maintaining knowledge of the Thumbtack platform to assist customers in resolving their concerns. 
• High Levels of Initiative and Accountability: Showcased flexibility to take on a wide range of projects with ownership.
• Operational Excellence: Oversee the payment and distribution of the Thumbtack Guarantee to consumers. Self-prioritize tasks and activities to align with departmental goals, ensuring timely completion.
• Strategic Mindset: Assist in the execution of OKR’s and KPI’s while hitting personal metrics.
• Collaboration: Build and maintain interdepartmental relationships. 
• Decision Making:  Demonstrate the ability to act independently while understanding the time and place to look for guidance.

In order to be successful, you must bring

• Relevant Experience and Education: Experience in advanced Customer Support, case management, skilled mediation, or similar fields is required. Trust and Safety or incident response experience is an additional bonus. Communication Skills: Strong written and verbal communication skills. Proven competence in engaging diverse audiences, including customers, internal teams, and cross-functional partners.
• Problem-Solving and Adaptability: Exceptional problem-solving and strategic thinking skills, with the ability to work independently and adapt to shifting priorities.
• Collaboration and Resilience: Strong collaboration skills, self-motivated, resilient, and adaptable. Strong sense of urgency and ownership.

Expected salary ranges

• For candidates living in San Francisco / Bay Area, San Jose, New York City, or Seattle metros, the expected salary range for the role is currently $27.30 - $35.34 per hour
• For candidates living in Austin, TX or Washington DC metros or in California, Massachusetts, New Jersey, or Washington states, the expected salary range for the role is currently $24.57 - $31.78 per hour 
• For candidates living in all other US locations, the expected salary range for this role is currently $23.22 - $30.04 per hour

Actual offered salaries will vary and will be based on various factors, such as calibrated job level, qualifications, skills, competencies, and proficiency for the role.

#LI-Remote

Thumbtack embraces diversity. We are proud to be an equal opportunity workplace and do not discriminate on the basis of sex, race, color, age, pregnancy, sexual orientation, gender identity or expression, religion, national origin, ancestry, citizenship, marital status, military or veteran status, genetic information, disability status, or any other characteristic protected by federal, provincial, state, or local law. We also will consider for employment qualified applicants with arrest and conviction records, consistent with applicable law. 

Thumbtack is committed to working with and providing reasonable accommodation to individuals with disabilities. If you would like to request a reasonable accommodation for a medical condition or disability during any part of the application process, please contact: recruitingops@thumbtack.com. 

If you are a California resident, please review information regarding your rights under California privacy laws contained in Thumbtack’s Privacy policy available at https://www.thumbtack.com/privacy/ .