Trust & Safety Senior Specialist - Incident Operations

About Trust & Safety Team

We are a high performing and thoughtful, team that works diligently to solve urgent and severe concerns for our users while simultaneously protecting the Thumbtack brand. Our goal is to collaborate and coordinate efficiently on escalated reports from customers and pros to ensure a safe and high-quality experience. We work closely with our cross- functional teams to focus on ways to improve the customer experience and enhance the Thumbtack vision.

About the Role

As a Trust and Safety Specialist, you will be the utmost partner to our customers and pros. Your goal is to fully understand the concerns brought to our attention and act diligently to reach an agreed upon outcome. You will need to be prepared to handle challenging situations that require sound judgement, resilience, and discretion.

This is your opportunity to positively impact the user experience, strengthen trust in our brand and help build a safer and more successful platform.

Responsibilities

• Trust and Safety Incident 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.
• Customer Support Mindset: Identify issues, trends, and common problems facing our users while maintaining knowledge of the Thumbtack platform to assist customers in resolving their concerns. 
• High Levels of Initiative and Accountability: Showcased flexibility to take on a wide range of projects with ownership.
• 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.
• Strategic Mindset: Assist in the execution of OKR’s and KPI’s while hitting personal metrics.
• Collaboration: Build and maintain interdepartmental relationships. 
• Decision Making:  Demonstrate the ability to act independently while understanding the time and place to look for guidance.

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 advanced Customer Support, case management, skilled mediation, or similar fields is required. Trust and Safety or incident response experience is an additional bonus. High school diploma or equivalent required.
• Communication Skills: Advanced proficiency in spoken and written English and Spanish. 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 work independently and adapt to shifting priorities.
• Collaboration and Resilience: Strong collaboration skills, self-motivated, resilient, and adaptable. Strong sense of urgency and ownership.

Bonus points if you have

• 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.

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. 

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 $60,100- $73,500. 

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 $54,100- $66,100. 

For candidates living in all other US locations, the expected salary range for this role is currently $51,100 - $62,500. Actual offered salaries will vary and will be based on various factors, such as calibrated job level, qualifications, skills, competencies, and proficiency for the role.

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