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Salary: CAD 85,000 - 110,000 / annual
Thumbtack is a home services marketplace that connects millions of homeowners with local service professionals. The Trust & Safety Critical Escalations and Privacy team handles the platform's most sensitive and high-risk matters, protecting both customers and service professionals while maintaining marketplace integrity.
In this role, you will independently manage Thumbtack's most complex and sensitive Trust and Safety cases, applying critical thinking and sound judgment to resolve disputes, investigate concerns, and mitigate organizational risk. You'll work directly with both service professionals ("pros") and customers via phone and email, handling matters with significant financial and legal implications.
Key responsibilities include:
- Independently assess and take appropriate action on sensitive trust and safety concerns, balancing user support with risk mitigation
- Oversee high-impact cases with potential financial and legal implications, including interpreting complex legal documents
- Manage the Thumbtack Guarantee payment and distribution process for customers
- Handle personally identifiable information with care and discretion
- Serve as a consultant to other agents and managers on escalated concerns, communicating policies clearly to users
- Collaborate with cross-functional partners (Legal, etc.) on investigations and shared initiatives
- Self-prioritize your caseload to drive departmental goals and contribute to team culture through peer collaboration and coaching
You'll be part of a high-performing, tight-knit team focused on delivering a human-first approach to sensitive matters. Your work directly shapes the experience of millions of users and helps keep Thumbtack a secure, trustworthy platform.
REQUIREMENTS:
- Experience in a related field such as Trust and Safety, Law Enforcement, Compliance, Human Resources, Legal, or another field requiring high confidentiality, discretion, and attention to detail
- Proven ability to handle sensitive information with discretion and think quickly while staying 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 ability to tailor messaging to customers, pros, internal teams, and cross-functional partners
- Collaborative, self-driven approach with openness to constructive feedback and ability to build expertise quickly and adapt to shifting priorities
- High school diploma or equivalent
