Thumbtack

1 year ago

Trust and Safety Incident Ops Senior Specialist (Bilingual)

✓ 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

Independently assess and resolve trust and safety concerns from customers and pros via phone and email, reaching agreed-upon outcomes with sound judgment, discretion, and resilience. Oversee matters with potential financial and legal implications, identify issues and trends affecting users, and maintain deep knowledge of the Thumbtack platform. Handle escalations, support OKRs/KPIs, help manage the Thumbtack Guarantee payment and distribution, and collaborate across teams to improve the overall experience.

Location: Ontario

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 while assisting users and mitigating organizational risk.
•Oversee matters with potential financial and legal implications to 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 to consumers, self-prioritizing tasks to meet departmental goals.
•Assist in execution of OKRs and KPIs, build interdepartmental relationships, and help ensure escalated reports are handled efficiently.

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.
•Advanced proficiency in spoken and written English and Spanish is required.
•Exceptional problem-solving and strategic thinking with the ability to work independently and adapt to shifting priorities.

Experience:Incident responseTrust and safety

Education:High School

Skills:Sound judgementResilienceDiscretionProblem-solvingStrategic thinkingCollaborationSelf-motivationAdaptabilitySense of urgencyOwnership

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

Website LinkedIn

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Thumbtack

1 year ago

Trust and Safety Incident Ops Senior Specialist (Bilingual)

✓ 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: Ontario

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 while assisting users and mitigating organizational risk.
•Oversee matters with potential financial and legal implications to 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 to consumers, self-prioritizing tasks to meet departmental goals.
•Assist in execution of OKRs and KPIs, build interdepartmental relationships, and help ensure escalated reports are handled efficiently.

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.
•Advanced proficiency in spoken and written English and Spanish is required.
•Exceptional problem-solving and strategic thinking with the ability to work independently and adapt to shifting priorities.

Experience:Incident responseTrust and safety

Education:High School

Skills:Sound judgementResilienceDiscretionProblem-solvingStrategic thinkingCollaborationSelf-motivationAdaptabilitySense of urgencyOwnership

Languages:EnglishSpanish

Company Brief

Thumbtack

Industry: Online Marketplaces

Company Size: Enterprise (1,001+ employees)

Growth: Scaleup

Headquarters: San Francisco, United States

Founded: 2008

Website LinkedIn