Manager, Trust & Safety Incident Operations

Thumbtack
United States, Canada, Philippines
Workplace: RemoteFull timeUSD 101,100 - 145,300 annuallyFunction: Customer Support (Service Desk)Experience: 2-4 yearsEducation: high_schoolSkills: ["Leadership","Communication","Problem-solving","Collaboration","Resilience"]

Lead trust and safety incident operations by helping your team efficiently assess and resolve escalated concerns from customers and pros via phone and email. Manage matters with potential financial or legal implications, identify trends across user issues, and coordinate with other departments. Oversee Trust & Safety-related workflows like Trust & Safety Guarantee payment and distribution, while driving OKRs/KPIs, continuous operational excellence, and team growth.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
Thumbtack
Thumbtack
1 year ago

Manager, Trust & Safety Incident Operations

✓ Verified Job

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

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

Job Summary

Lead trust and safety incident operations by helping your team efficiently assess and resolve escalated concerns from customers and pros via phone and email. Manage matters with potential financial or legal implications, identify trends across user issues, and coordinate with other departments. Oversee Trust & Safety-related workflows like Trust & Safety Guarantee payment and distribution, while driving OKRs/KPIs, continuous operational excellence, and team growth.
Location: United States, Canada, Philippines
Workplace: Remote
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Manager level

Key Responsibilities

  • •Support the team to assess and address trust and safety concerns via phone and email while mitigating organizational risk.
  • •Oversee incidents with potential financial and legal implications and escalate to appropriate departments and leaders when needed.
  • •Use a customer support mindset to identify issues and trends, triage escalated concerns, and maintain platform knowledge to resolve user concerns.
  • •Oversee payment and distribution of the Trust & Safety Guarantee to consumers and ensure timely completion aligned to departmental goals.
  • •Lead and grow the team, driving OKRs and KPIs and building interdepartmental relationships.

Pay and Benefits

Salary: USD 101,100 - 145,300 annually

Key Requirements

  • •2–4 years relevant experience demonstrating leadership in Trust and Safety and/or Customer Support.
  • •High school diploma or equivalent.
  • •Advanced proficiency in spoken and written English; fluency in Spanish is a plus.
  • •Exceptional problem-solving and strategic thinking with the ability to work independently and adapt to shifting priorities.
  • •Experience building efficient trust/safety or customer support processes and systems toward a high-quality 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