Responsibilities

As a Case Manager, you’ll oversee Thumbtack’s most sensitive Trust and Safety concerns, ensuring they’re appropriately addressed while mitigating organizational risk. You’ll work directly with pros and customers, applying a high level of critical thinking, sound decision-making, and discretion. This role calls for someone self-driven, with meticulous attention to detail and a high degree of integrity. You’ll take on some of Thumbtack’s most interesting and challenging issues, upholding our marketplace standards and policies and helping protect the Thumbtack brand. Your work will directly shape the experience of pros and customers and help keep Thumbtack a secure and trustworthy platform.
Independently assess information and take appropriate action on a variety of sensitive trust and safety concerns via phone and email, balancing support for our users with mitigating organizational risk.
Oversee and execute on high-impact matters with potential financial and legal implications, including interpreting complex legal documents to inform your decisions.
Oversee the payment and distribution of the Thumbtack Guarantee to customers.
Manage personally identifiable information with care and discretion.
Act as a consultant to other agents and managers on escalated and sensitive concerns, and clearly communicate company policies and guidelines to users.
Collaborate with cross-functional partners, such as Legal, on shared initiatives, and help create and execute the OKRs and KPIs that measure our success.
Self-prioritize your caseload to drive departmental goals, and contribute to team culture through peer collaboration, training, and coaching.
In order to be successful, you must bring
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.

Case Manager II - Trust & Safety at Thumbtack · LumiJobs

Case Manager II - Trust & Safety

Responsibilities

Qualification

Required

Company

Thumbtack

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