Trust And Safety Incident Ops Senior Specialist

Summary

Join Thumbtack's Trust and Safety team as a Bilingual Incident Operations Specialist! You will independently assess and resolve user concerns via phone and email, mitigating organizational risks and overseeing matters with financial and legal implications. You'll identify trends, showcase project ownership, and manage the Thumbtack Guarantee payment process. Success requires advanced customer support experience, fluency in English and Spanish, and exceptional problem-solving skills. This role offers the opportunity to positively impact user experience and build a safer platform. Salary varies by location.

Requirements

• Experience in advanced Customer Support, case management, skilled mediation, or similar fields is required
• High school diploma or equivalent required
• Advanced proficiency in spoken and written English and Spanish
• 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 work independently and adapt to shifting priorities
• Strong collaboration skills, self-motivated, resilient, and adaptable
• Strong sense of urgency and ownership

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
• Identify issues, trends, and common problems facing our users while maintaining knowledge of the Thumbtack platform to assist customers in resolving their concerns
• Showcase flexibility to take on a wide range of projects with ownership
• 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 execution of OKR’s and KPI’s while hitting personal metrics
• Build and maintain interdepartmental relationships
• Demonstrate the ability to act independently while understanding the time and place to look for guidance

Preferred Qualifications

Trust and Safety or incident response experience is an additional bonus

Benefits

• 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 $28.89 - $35.33 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 $26.00 - $31.77 per hour
• For candidates living in all other US locations, the expected salary range for this role is currently $24.56 - $30.04 per hour