Trust and Safety Incident Operations Specialist

Thumbtack
United States
Workplace: RemoteFull timeUSD 23.22 - 35.34 hourlyFunction: Customer Support (Service Desk)Skills: ["Written communication","Verbal communication","Problem-solving","Strategic thinking","Collaboration"]

Investigate and resolve trust and safety concerns from customers and pros via phone and email, using strong judgment to reach agreed outcomes. Independently assess issues that may involve financial or legal implications, identify trends and recurring user problems, and support incident management while maintaining deep knowledge of the Thumbtack platform. Own operational tasks including payment and distribution of the Thumbtack Guarantee, collaborate across teams, and meet OKRs/KPIs and personal metrics.

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FursaFursa
Thumbtack
Thumbtack
1 year ago

Trust and Safety Incident Operations Specialist

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

Job Summary

Investigate and resolve trust and safety concerns from customers and pros via phone and email, using strong judgment to reach agreed outcomes. Independently assess issues that may involve financial or legal implications, identify trends and recurring user problems, and support incident management while maintaining deep knowledge of the Thumbtack platform. Own operational tasks including payment and distribution of the Thumbtack Guarantee, collaborate across teams, and meet OKRs/KPIs and personal metrics.
Location: United States
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 while mitigating organizational risk
  • •Handle matters with potential financial and legal implications through diligent incident management
  • •Identify issues, trends, and common problems affecting users while using knowledge of the Thumbtack platform to resolve concerns
  • •Oversee payment and distribution of the Thumbtack Guarantee to consumers, self-prioritizing to meet departmental goals
  • •Assist in OKRs/KPIs execution and collaborate with cross-functional teams to strengthen the user experience

Pay and Benefits

Salary: USD 23.22 - 35.34 hourly

Key Requirements

  • •Experience in advanced customer support, case management, skilled mediation, or similar fields
  • •Trust and safety or incident response experience (bonus)
  • •Strong written and verbal communication skills
  • •Proven competence engaging diverse audiences, including customers and internal cross-functional partners
  • •Exceptional problem-solving and strategic thinking, with the ability to work independently and adapt to shifting priorities
Experience:Customer supportCase managementMediationTrust and safetyIncident response
Skills:Written communicationVerbal communicationProblem-solvingStrategic thinkingCollaboration

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