Full-Time Trust and Safety Incident Operations Specialist

Thumbtack helps millions of people confidently care for their homes. We help homeowners know which projects to do, when to do them, and who to hire.

About the Trust and Safety Team

The Trust and Safety team works to solve urgent and severe user concerns and protect the Thumbtack brand.

About the Role

As a Trust and Safety Incident Operations Specialist, you will be a key partner to our customers and pros. Your goal is to understand concerns and act diligently to reach a resolution. You will handle challenging situations requiring sound judgment, resilience, and discretion.

What you'll do

• Independently assess and address trust and safety concerns via phone and email, assisting users and mitigating risk.
• Oversee matters with financial and legal implications.
• Identify issues, trends, and common problems facing our users.
• Showcase flexibility and ownership in a wide range of projects.
• Oversee the Thumbtack Guarantee payment and distribution.
• Self-prioritize tasks to align with departmental goals.
• Assist in executing OKRs and KPIs, hitting personal metrics.
• Build and maintain interdepartmental relationships.
• Demonstrate independence while seeking guidance when needed.

Requirements

• Experience in advanced Customer Support, case management, skilled mediation, or similar fields is required.
• Trust and Safety or incident response experience is a plus.
• High school diploma or equivalent required.
• Advanced English and Spanish proficiency (spoken and written).
• Proven competence in engaging diverse audiences.
• Strong problem-solving, strategic thinking, collaboration, and adaptability skills.
• Strong sense of urgency and ownership.

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