Trust And Safety Specialist

Summary

Join Thumbtack's Trust and Safety team as a front-line investigator, ensuring platform integrity and user safety. You will review user profiles and activities, taking appropriate action to uphold Thumbtack's Terms of Service and prevent fraud. Investigate complex fraud cases, identify suspicious trends, and collaborate on policy improvements. This role requires 2-4 years of experience in a relevant field, strong analytical and communication skills, and the ability to work various shifts. The position offers a virtual-first work model, generous paid time off, and various other benefits.

Requirements

• 2-4 years of professional experience in the BPO, shared services or similar industry
• Excellent analytical skills and the ability to use professional judgment when interpreting findings
• Strong aptitude for research, navigation and investigation
• Exceptional English communication (verbal, writing, and email writing) skills
• The ability to work days, mids or graveyard shifts and rotating rest days

Responsibilities

• Work on tasks designed to catch spam, reduce fraud, increase adherence to the Terms of Service, and improve trust and safety on the Thumbtack platform
• Review pro profiles and activities and take appropriate actions to make sure we deliver quality pros to our customers
• Review customer profiles and activities and take appropriate actions to make sure we deliver quality leads/customers to our pros
• Make sure users adhere to Thumbtack’s Terms of Service and take appropriate actions against users who violate the Terms of Service
• Proactively identify user accounts and user activities to catch and flag fraud, scam, and other Terms-of-Service (TOS) violations in the platform
• Investigate and research complex fraud cases
• Identify and raise suspicious and unusual fraud trends and activities on the platform
• Review the reports received from users and take appropriate action
• Report unusual and/or unexpected behavior of the machine models/rules
• Reinforce Thumbtack’s Terms of Service
• Work with the manager to further improve our Trust and Safety policies by surfacing process and product deficiencies and providing recommendations
• Resolve issues through the proper escalation of cases
• Assist in the completion of special and ad-hoc projects
• Participate and assist in the completion of Trust and Safety special projects
• Uphold the values of Thumbtack

Preferred Qualifications

• Experience working in trust & safety, content moderation, and/or fraud detection
• Experience working in operations or projects which involve supporting and resolving issues in online communities, eCommerce or online marketplaces/platforms, consumer app products, case management, incident handling, and/or user to user mediation
• Experience working in different channels (email, chat, phone) or any similar industry

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