Trust and Safety Incident Ops Senior Specialist (Bilingual)

Thumbtack
United States
Workplace: RemoteFull timeUSD 24.56 - 30.04 hourlyFunction: Solutions Engineering & Sales EngineeringEducation: high_schoolSkills: ["Problem-solving","Strategic thinking","Independence","Collaboration","Resilience"]

Assess and resolve trust and safety concerns from customers and professionals via phone and email, using sound judgment to mitigate organizational risk and handle high-stakes situations. Identify issues, trends, and recurring problems while maintaining strong knowledge of the Thumbtack platform. Own tasks independently, support delivery of departmental OKRs/KPIs, and coordinate with cross-functional teams. Also help manage payment and distribution of the Thumbtack Guarantee.

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Thumbtack
Thumbtack
1 year ago

Trust and Safety Incident Ops Senior Specialist (Bilingual)

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

Job Summary

Assess and resolve trust and safety concerns from customers and professionals via phone and email, using sound judgment to mitigate organizational risk and handle high-stakes situations. Identify issues, trends, and recurring problems while maintaining strong knowledge of the Thumbtack platform. Own tasks independently, support delivery of departmental OKRs/KPIs, and coordinate with cross-functional teams. Also help manage payment and distribution of the Thumbtack Guarantee.
Location: United States
Workplace: Remote
Employment Type: Full time
Job Function: Solutions Engineering & Sales Engineering
Seniority: Mid level

Key Responsibilities

  • •Independently assess and address trust and safety concerns via phone and email, assisting users while mitigating organizational risk.
  • •Handle matters with potential financial and legal implications and reach agreed-upon outcomes.
  • •Identify issues, trends, and common problems facing users while using knowledge of the Thumbtack platform to resolve concerns.
  • •Oversee payment and distribution of the Thumbtack Guarantee, self-prioritize tasks, and ensure timely completion aligned to departmental goals.
  • •Support OKRs and KPIs, build interdepartmental relationships, and act independently while knowing when to seek guidance.

Pay and Benefits

Salary: USD 24.56 - 30.04 hourly

Key Requirements

  • •Experience in advanced customer support, case management, skilled mediation, or a similar field is required.
  • •Trust and safety or incident response experience is a bonus.
  • •High school diploma or equivalent is required.
  • •Advanced proficiency in spoken and written English and Spanish is required.
  • •Strong problem-solving, strategic thinking, and the ability to work independently with shifting priorities.
Education:High School
Skills:Problem-solvingStrategic thinkingIndependenceCollaborationResilience
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