Trust And Safety Senior Specialist - Incident Operations

Summary

Join Thumbtack's Trust and Safety team as a Trust and Safety Specialist and become a vital partner for our customers and pros. You will independently assess and address trust and safety concerns, focusing on user assistance and risk mitigation. Your responsibilities include managing incidents, providing customer support, demonstrating initiative and accountability, ensuring operational excellence, contributing to strategic goals, collaborating with teams, and making sound decisions. This role requires advanced customer support experience, strong communication skills in English and Spanish, exceptional problem-solving abilities, and a collaborative spirit. While previous Trust and Safety experience is a plus, Thumbtack values a diverse team and encourages applications from those who don't meet every criterion. The position offers a virtual-first work model, various benefits, and competitive salary based on 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
• Showcased 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

• Previous Trust and Safety Experience
• Experience handling escalated situations/customer service concerns
• Experience using Mediation platforms
• 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