Trust and Safety Incident Operations Specialist

We are a high-performing, thoughtful team dedicated to addressing urgent and complex issues with care, while safeguarding the Thumbtack brand. Our mission is to collaborate and coordinate effectively on escalated customer and pro reports, ensuring a safe, seamless, and high-quality experience for all. By partnering closely with cross-functional teams, we continually identify opportunities to elevate the customer journey and strengthen Thumbtack’s vision.

As a Trust and Safety Incident Operations Specialist, you will be the utmost partner to our customers and pros. Your goal is to fully understand the concerns brought to our attention and act diligently to reach an agreed upon outcome. You will need to be prepared to handle challenging situations that require sound judgement, resilience, and discretion. This is your opportunity to positively impact the user experience, strengthen trust in our brand and help build a safer and more successful platform.

• Trust and Safety Incident Management: Independently assess and address trust and safety concerns via phone and email, focusing on assisting users while mitigating organizational risk. Oversee matters with potential financial and legal implications.
• Customer Support Mindset: Identify issues, trends, and common problems facing our users while maintaining knowledge of the Thumbtack platform to assist customers in resolving their concerns. 
• High Levels of Initiative and Accountability: Showcased flexibility to take on a wide range of projects with ownership.
• Operational Excellence: Oversee the payment and distribution of the Thumbtack Guarantee to consumers. Self-prioritize tasks and activities to align with departmental goals, ensuring timely completion.
• Strategic Mindset: Assist in the execution of OKR’s and KPI’s while hitting personal metrics.
• Collaboration: Build and maintain interdepartmental relationships. 
• Decision Making:  Demonstrate the ability to act independently while understanding the time and place to look for guidance.

• Relevant Experience and Education: 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. Communication Skills: Strong written and verbal communication skills. Proven competence in engaging diverse audiences, including customers, internal teams, and cross-functional partners.
• Problem-Solving and Adaptability: Exceptional problem-solving and strategic thinking skills, with the ability to work independently and adapt to shifting priorities.
• Collaboration and Resilience: Strong collaboration skills, self-motivated, resilient, and adaptable. Strong sense of urgency and ownership.

• For candidates living in San Francisco / Bay Area, San Jose, New York City, or Seattle metros, the expected salary range for the role is currently $27.30 - $35.34 per hour
• For candidates living in Austin, TX or Washington DC metros or in California, Massachusetts, New Jersey, or Washington states, the expected salary range for the role is currently $24.57 - $31.78 per hour 
• For candidates living in all other US locations, the expected salary range for this role is currently $23.22 - $30.04 per hour

Actual offered salaries will vary and will be based on various factors, such as calibrated job level, qualifications, skills, competencies, and proficiency for the role.

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