Trust and Safety Incident Ops Senior Specialist (Bilingual)

Thumbtack
Ontario
Workplace: RemoteFull timeFunction: Solutions Engineering & Sales EngineeringEducation: high_schoolSkills: ["Sound judgement","Resilience","Discretion","Problem-solving","Strategic thinking","Collaboration","Self-motivation","Adaptability","Sense of urgency","Ownership"]

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.

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FursaFursa
Thumbtack
Thumbtack
1 year ago

Trust and Safety Incident Ops Senior Specialist (Bilingual)

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Last checked: 14 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
WebsiteLinkedIn