Case Manager

Summary

Join Thumbtack's Trust & Safety team as a Case Manager and make a real impact by addressing sensitive user concerns. You will independently assess and resolve trust and safety issues, providing guidance to agents and leadership. This critical role requires fluency in Spanish and English, strong problem-solving skills, and the ability to handle confidential information. You will collaborate with cross-functional teams, interpret legal documents, and manage sensitive data. The position offers a virtual-first work model and various benefits. Occasional after-hours availability is required for urgent matters.

Requirements

• Experience in Trust and Safety, Law Enforcement, Compliance, Human Resources, Legal, or other fields requiring confidentiality, discretion, and attention to detail
• High school diploma or equivalent required
• Advanced proficiency in spoken and written Spanish, with the ability to communicate effectively with Spanish-speaking customers and pros
• Proven competence in engaging diverse audiences, including customers, internal teams, and cross-functional partners
• Exceptional problem-solving and strategic thinking skills, with the ability to quickly build expertise, absorb complex details, and adapt to shifting priorities
• Proven ability to handle sensitive information with professionalism and independently manage a caseload by prioritizing tasks across multiple systems for timely outcomes

Responsibilities

• 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, leveraging prior training, certifications, and experience
• Act as a consultant to agents, managers, and executive leadership providing guidance on escalated and sensitive concerns
• Collaborate with cross-functional teams, such as Legal, to address complex cases
• Interpret complex legal documents and effectively communicate company policies and guidelines to customers and pros
• Manage sensitive data, including personally identifiable information, in compliance with organizational standards
• Oversee the payment and distribution of the Thumbtack Guarantee to consumers
• Self-prioritize tasks and activities to align with departmental goals, ensuring timely completion
• Assist in the creation and execution of OKRs and KPIs to measure success
• This role includes a rotational after-hours availability to address urgent matters when needed
• Contribute to team and company culture through peer collaboration, training, coaching, and personal development initiatives

Preferred Qualifications

• Previous Trust and Safety or Legal Experience
• Proficiency in Salesforce
• Experience working for a company offering services through an online Marketplace

Benefits

• Virtual-first working model coupled with in-person events
• 20 company-wide holidays including a week-long end-of-year company shutdown
• Library (optional use collaboration & connection hub) in San Francisco
• WiFi reimbursements
• Cell phone reimbursements (North America)
• Employee Assistance Program for mental health and well-being