About the role

Case Manager overseeing sensitive Trust & Safety investigations for Thumbtack’s home-services marketplace. Managing escalations, legal-risk matters, customer guarantees, and privacy concerns.

Responsibilities

Independently assess information and take appropriate action on sensitive trust and safety concerns via phone and email
Oversee and execute high-impact matters with potential financial and legal implications, including interpreting complex legal documents
Oversee payment and distribution of the Thumbtack Guarantee to customers
Manage personally identifiable information with care and discretion
Advise agents and managers on escalated and sensitive concerns and communicate company policies and guidelines to users
Collaborate with Legal and other cross-functional partners on shared initiatives
Help create and execute OKRs and KPIs
Self-prioritize caseload to drive departmental goals
Contribute to team culture through peer collaboration, training, and coaching

Experience in a related field such as Trust and Safety, Law Enforcement, Compliance, Human Resources, Legal, or another field requiring a high degree of confidentiality, discretion, and attention to detail
Proven ability to handle sensitive information with discretion and to think quickly and stay calm in intense, difficult situations without direct guidance
Exceptional problem-solving, critical thinking, and strategic thinking skills
Ability to independently manage a caseload and volume across multiple systems by prioritizing time and efforts
Strong communication and interpersonal skills, with the ability to tailor messages to customers, pros, internal teams, and cross-functional partners
Collaborative, self-driven approach, openness to constructive feedback, and ability to build expertise quickly and adapt to shifting priorities
High school diploma or equivalent