Manager, Trust & Safety Incident Operations

Thumbtack
Ontario
Workplace: RemoteFull timeFunction: Customer Support (Service Desk)Experience: 2-4 yearsEducation: high_schoolSkills: ["Leadership","Communication","Problem-solving","Collaboration","Resilience"]

Lead a Trust & Safety Incident Operations team, partnering with customers and local service pros to assess and resolve escalated trust and safety concerns via phone and email. Oversee higher-stakes matters with potential financial and legal implications, manage sensitive triage, and support operational execution such as the Trust & Safety payment and distribution processes. Drive OKRs/KPIs, improve workflows through initiative and program thinking, and collaborate across teams to protect users and brand.

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FursaFursa
Thumbtack
Thumbtack
1 year ago

Manager, Trust & Safety Incident Operations

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Source: Company careers pageValidated by: Fursa AI
Last checked: 12 hours agoStatus: Live

Job Summary

Lead a Trust & Safety Incident Operations team, partnering with customers and local service pros to assess and resolve escalated trust and safety concerns via phone and email. Oversee higher-stakes matters with potential financial and legal implications, manage sensitive triage, and support operational execution such as the Trust & Safety payment and distribution processes. Drive OKRs/KPIs, improve workflows through initiative and program thinking, and collaborate across teams to protect users and brand.
Location: Ontario
Workplace: Remote
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Manager level

Key Responsibilities

  • •Support incident management by assessing and addressing trust and safety concerns via phone and email while mitigating organizational risk.
  • •Oversee matters with potential financial and legal implications and triage escalated concerns; escalate to other departments and leaders when needed.
  • •Maintain trust and safety/platform knowledge to assist customers with resolved concerns and identify issues and trends.
  • •Oversee payment and distribution of the Thumbtack Guarantee to consumers and ensure timely completion aligned with departmental goals.
  • •Assist with execution of OKRs/KPIs, grow/develop the team, and build interdepartmental relationships.

Key Requirements

  • •2-4 years of relevant experience demonstrating leadership in Trust & Safety and/or Customer Support.
  • •High school diploma or equivalent required.
  • •Advanced proficiency in spoken and written English, with bonus points for being fluent in Spanish.
  • •Exceptional problem-solving and strategic thinking, with the ability to work independently and adapt to shifting priorities.
  • •Experience creating structures, systems, and processes that improve efficiency and user experience.
Experience:2-4 years
Education:High School
Skills:LeadershipCommunicationProblem-solvingCollaborationResilience
Languages:EnglishSpanish

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