Thumbtack

1 year ago

Trust & Safety Incident Operations Specialist

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 21 hours agoStatus: Live

Job Summary

Serve as a high-touch partner to customers and pros by independently assessing and resolving trust and safety concerns via phone and email. Manage escalated incidents, including matters with potential financial and legal implications, while maintaining a strong customer support mindset. Identify trends and common issues, oversee Trust & Safety operational processes (including the Trust & Safety payment/distribution workflow), and collaborate cross-functionally to improve the platform’s safety and user experience.

Location: United States, Canada, Philippines

Workplace: Remote

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Key Responsibilities

•Independently assess and address trust and safety concerns via phone and email, working toward an agreed-upon outcome while mitigating organizational risk.
•Oversee escalated matters that may include potential financial and legal implications.
•Identify issues, trends, and common problems affecting users and resolve concerns while maintaining platform knowledge.
•Oversee the payment and distribution of the Thumbtack Guarantee to consumers, self-prioritizing to meet departmental goals and timelines.
•Assist with OKRs and KPIs, and collaborate with interdepartmental teams to improve the customer experience and trust in the brand.

Pay and Benefits

Salary: USD 51,100 - 73,500 annually

Key Requirements

•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.
•Strong written and verbal communication skills for diverse audiences, including customers and cross-functional partners.
•Exceptional problem-solving and adaptability to shifting priorities, with strong collaboration, urgency, and ownership.

Experience:Customer supportCase managementIncident responseOnline marketplace

Education:High School

Skills:Written communicationVerbal communicationProblem-solvingCollaborationResilience

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

Website LinkedIn

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Thumbtack

1 year ago

Trust & Safety Incident Operations Specialist

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 21 hours agoStatus: Live

Job Summary

Location: United States, Canada, Philippines

Workplace: Remote

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Key Responsibilities

•Independently assess and address trust and safety concerns via phone and email, working toward an agreed-upon outcome while mitigating organizational risk.
•Oversee escalated matters that may include potential financial and legal implications.
•Identify issues, trends, and common problems affecting users and resolve concerns while maintaining platform knowledge.
•Oversee the payment and distribution of the Thumbtack Guarantee to consumers, self-prioritizing to meet departmental goals and timelines.
•Assist with OKRs and KPIs, and collaborate with interdepartmental teams to improve the customer experience and trust in the brand.

Pay and Benefits

Salary: USD 51,100 - 73,500 annually

Key Requirements

•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.
•Strong written and verbal communication skills for diverse audiences, including customers and cross-functional partners.
•Exceptional problem-solving and adaptability to shifting priorities, with strong collaboration, urgency, and ownership.

Experience:Customer supportCase managementIncident responseOnline marketplace

Education:High School

Skills:Written communicationVerbal communicationProblem-solvingCollaborationResilience

Company Brief

Thumbtack

Industry: Online Marketplaces

Company Size: Enterprise (1,001+ employees)

Growth: Scaleup

Headquarters: San Francisco, United States

Founded: 2008

Website LinkedIn