Case Manager - Critical Escalations, Trust and Safety

Thumbtack
United States
Workplace: RemoteFull timeUSD 64,800 - 98,700 annuallyFunction: Solutions Engineering & Sales EngineeringEducation: high_schoolSkills: ["Critical thinking","Decision-making","Discretion","Problem-solving","Communication"]

Assess and handle high-risk, sensitive Trust and Safety escalations for Thumbtack users, acting independently with discretion while mitigating organizational risk. Triage concerns via phone and email, interpret complex legal documents and company policies, and oversee sensitive cases involving personally identifiable information. Support cross-functional investigations (including with legal), execute on matters with potential financial and legal implications, and help measure success through OKRs and KPIs.

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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

Assess and handle high-risk, sensitive Trust and Safety escalations for Thumbtack users, acting independently with discretion while mitigating organizational risk. Triage concerns via phone and email, interpret complex legal documents and company policies, and oversee sensitive cases involving personally identifiable information. Support cross-functional investigations (including with legal), execute on matters with potential financial and legal implications, and help measure success through OKRs and KPIs.
Location: United States
Workplace: Remote
Employment Type: Full time
Job Function: Solutions Engineering & Sales Engineering

Key Responsibilities

  • •Independently assess information and recommend appropriate actions on trust and safety concerns via phone and email while assisting users and mitigating organizational risk.
  • •Oversee high-impact matters that may have financial and legal implications, using additional training and experience.
  • •Oversee payment and distribution of the Thumbtack Guarantee to consumers.
  • •Manage personally identifiable information and protect the Thumbtack brand by addressing sensitive escalations appropriately.
  • •Interpret and communicate company policies and guidelines to customers; collaborate with cross-functional teams (such as legal) on investigations and shared initiatives.

Pay and Benefits

Salary: USD 64,800 - 98,700 annually

Key Requirements

  • •Experience in a related field such as Trust and Safety, Law Enforcement, Compliance, Human Resources, Legal, or other confidential, discretion-focused roles.
  • •Proven ability to handle sensitive information with discretion, exceptional problem-solving, and strategic thinking.
  • •Ability to interpret and base decisions on complex legal documents.
  • •Ability to independently manage a caseload and volume across multiple systems by prioritizing time and efforts.
  • •High school diploma or equivalent.
Experience:Trust and safetyLaw enforcementComplianceLegalPrivacy
Education:High School
Skills:Critical thinkingDecision-makingDiscretionProblem-solvingCommunication

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