Critical Escalations, Trust and Safety (Bilingual/Spanish)

About the Critical Escalations & Privacy Team

We are a high-performing, tight-knit team of experienced professionals who are focused on creating a world-class experience for our pros, customers, and team. Our mission is to deliver a human-first, tailored approach to the most high-risk and sensitive matters that impact our pros and customers. We are passionate about reducing risk and building trust with our users and keep this as our north star in everything we do. As a part of our mission, we routinely collaborate with cross-functional teams, such as legal, on investigations and joint initiatives to drive Trust and Safety forward on Thumbtack

About the Role

Are you a detail-oriented, self-driven problem solver fluent in both Spanish and English? Thumbtack is looking for a Case Manager to join our Trust & Safety team, a role where you’ll take on some of the platform’s most sensitive and impactful challenges.

This role is critical, as you’ll occasionally support the CEO and other senior leadership team members on tough, sensitive cases that require sound judgment, resilience, and discretion. You’ll need to be prepared to handle difficult situations and materials, as this work often involves exposure to challenging content. Also important to note is this role includes a rotational after-hours availability to address urgent matters when needed.

This is your opportunity to make a real impact by shaping user experiences, strengthening trust, and helping build a safer, more successful platform.

Your Responsibilities

• Trust and Safety Management: 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.
• Escalation Support: 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.
• Policy and Compliance: 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.
• Operational Excellence: Oversee the payment and distribution of the Thumbtack Guarantee to consumers. Self-prioritize tasks and activities to align with departmental goals, ensuring timely completion.
• Performance and Metrics: Assist in the creation and execution of OKRs and KPIs to measure success.
• Team Contribution and Development: 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.

What you’ll need

If you don't think you meet all of the criteria below but still are interested in the job, please apply. Nobody checks every box, and we're looking for someone excited to join the team.

• Relevant Experience and Education: 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.
• Communication Skills: 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.
• Problem-Solving and Adaptability: Exceptional problem-solving and strategic thinking skills, with the ability to quickly build expertise, absorb complex details, and adapt to shifting priorities.
• Confidentiality and Task Management: Proven ability to handle sensitive information with professionalism and independently manage a caseload by prioritizing tasks across multiple systems for timely outcomes.

Bonus points if you have

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

Thumbtack is a virtual-first company, meaning you can live and work from any one of our approved locations across the United States, Canada or the Philippines. Learn more about our virtual-first working model here. 

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