Case Manager - Critical Escalations, Trust and Safety

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 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

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 $76,200 - $98,700. 
• 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 $68,600 - $88,800. 
• For candidates living in all other US locations, the expected salary range for this role is currently $64,800 - $83,800.

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/.

We put as much craftsmanship into candidate safety as we do into the hiring experience itself. While scammers may try to impersonate our team, we’ll never ask you for money, banking info, or SSNs during hiring. Check out our blueprint on how to spot the fakes.