Case Manager

Summary

Join Thumbtack's Trust & Safety team as a Case Manager and make a real impact by addressing sensitive user issues. You will independently assess and address trust and safety concerns, act as a consultant to various teams, interpret legal documents, and manage sensitive data. This critical role requires fluency in Spanish and English, strong problem-solving skills, and the ability to handle challenging situations. Occasional after-hours availability is required for urgent matters. The role offers the opportunity to shape user experiences, strengthen trust, and contribute to a safer platform. Thumbtack is a virtual-first company, offering flexibility and various benefits.

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