Trust & Safety Senior Specialist - Incident Operations

Thumbtack
Philippines
Workplace: RemoteFull timeFunction: Solutions Engineering & Sales EngineeringExperience: 3+ yearsSkills: ["Sound judgment","Resilience","Discretion","Collaboration","Mediation"]

Investigate and manage high-stakes Trust & Safety incident reports from customers and pros across phone, email, and internal tools. Conduct thorough user dispute investigations, mediate between parties, and collaborate with Legal, Payments, and Product to deliver policy-backed resolutions. Serve as a final decision-maker on account-level sanctions to remove users violating policies and improve a safe, high-quality experience on the platform.

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Thumbtack
Thumbtack
5 months ago

Trust & Safety Senior Specialist - Incident Operations

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

Job Summary

Investigate and manage high-stakes Trust & Safety incident reports from customers and pros across phone, email, and internal tools. Conduct thorough user dispute investigations, mediate between parties, and collaborate with Legal, Payments, and Product to deliver policy-backed resolutions. Serve as a final decision-maker on account-level sanctions to remove users violating policies and improve a safe, high-quality experience on the platform.
Location: Philippines
Workplace: Remote
Employment Type: Full time
Job Function: Solutions Engineering & Sales Engineering
Seniority: Mid level

Key Responsibilities

  • •Manage high-stakes Trust & Safety reports from customers and pros via phone, email, and internal platforms to ensure timely and fair resolutions.
  • •Conduct thorough investigations into user disputes and mediate between pros and customers to reach the best outcome for both parties.
  • •Collaborate with Legal, Payments, and Product to investigate complex escalations and deliver clear, policy-backed resolutions.
  • •Serve as a final decision-maker on account-level sanctions, including removal of users who violate Community Guidelines, policies, or Terms of Use.
  • •Help safeguard the Thumbtack brand and strengthen the user experience through escalated incident coordination and risk mitigation.

Key Requirements

  • •3+ years of experience in Trust & Safety, incident management, fraud prevention, escalations, or advanced customer support in a fast-paced tech marketplace/platform.
  • •Experience handling high-risk, sensitive, or legally complex cases is strongly preferred.
  • •Proficiency with support and investigation tools including Zendesk (or similar), Salesforce, Looker, internal case management, and collaboration tools like Slack and Google Workspace.
  • •Experience working with payment systems or risk signals is a plus.
  • •Availability to work U.S. business hours and respond to time-sensitive, high-stakes incidents as needed.
Experience:3+ yearsTrust & safetyIncident managementFraud preventionMarketplacesGig economyFintechHigh-volume consumer tech
Skills:Sound judgmentResilienceDiscretionCollaborationMediation
Tech Stack:ZendeskSalesforceLookerSlackGoogle Workspace

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