Case Manager - Critical Escalations, Trust and Safety

Thumbtack
Ontario
Workplace: RemoteFull timeFunction: Solutions Engineering & Sales EngineeringEducation: high_schoolSkills: ["Attention to detail","Integrity","Critical thinking","Decision-making","Communication"]

Oversee the most sensitive Trust and Safety concerns, independently assessing information and recommending actions via phone and email. Mitigate organizational risk while ensuring issues are addressed with discretion, including handling personally identifiable information and interpreting complex legal documents. Manage payment and distribution related to the Thumbtack Guarantee, guide others on escalated matters, and collaborate with cross-functional teams such as legal to protect users and the Thumbtack marketplace.

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Thumbtack
Thumbtack
10 months ago

Case Manager - Critical Escalations, Trust and Safety

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Source: Company careers pageValidated by: Fursa AI
Last checked: 14 hours agoStatus: Live

Job Summary

Oversee the most sensitive Trust and Safety concerns, independently assessing information and recommending actions via phone and email. Mitigate organizational risk while ensuring issues are addressed with discretion, including handling personally identifiable information and interpreting complex legal documents. Manage payment and distribution related to the Thumbtack Guarantee, guide others on escalated matters, and collaborate with cross-functional teams such as legal to protect users and the Thumbtack marketplace.
Location: Ontario
Workplace: Remote
Employment Type: Full time
Job Function: Solutions Engineering & Sales Engineering

Key Responsibilities

  • •Independently assess trust and safety escalations and recommend appropriate actions via phone and email to assist users while mitigating organizational risk.
  • •Oversee high-impact matters involving potential financial and legal implications, including interpreting and acting on complex legal documents.
  • •Manage personally identifiable information and ensure sensitive cases are handled with discretion.
  • •Oversee the payment and distribution of the Thumbtack Guarantee to consumers.
  • •Consult with other agents and managers on escalated issues and collaborate with cross-functional partners (e.g., legal) while helping define OKRs and KPIs.

Key Requirements

  • •Experience in a related field such as Trust and Safety, Law Enforcement, Compliance, Human Resources, Legal, or other work requiring confidentiality and meticulous attention to detail.
  • •Proven ability to handle sensitive information with discretion, exceptional problem-solving, and strategic thinking.
  • •Collaborative ability to remain calm under pressure and receive constructive feedback.
  • •Ability to independently manage a caseload and volume across multiple systems by prioritizing time and efforts.
  • •High School diploma or equivalent.
Experience:Trust and safetyComplianceLegalIncident management
Education:High School
Skills:Attention to detailIntegrityCritical thinkingDecision-makingCommunication

Company Brief

Thumbtack
Provides an online marketplace connecting local service professionals (home improvement, events, lessons, and more) with customers seeking quotes, reviews, and booking tools to hire vetted contractors and providers.
Industry: Online Marketplaces
Company Size: Enterprise (1,001+ employees)
Growth: Scaleup
Headquarters: San Francisco, United States
Founded: 2008
WebsiteLinkedIn