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Salary: USD 91,800 - 139,700 / annual
Thumbtack is a marketplace platform that helps millions of homeowners care for their homes by connecting them with local service professionals. The company operates a community of 300,000 service businesses and provides personalized guidance, AI tools, and a hiring experience for home improvement, repairs, and maintenance projects.
The Trust & Safety Critical Escalations and Privacy Team is a high-performing group focused on creating a world-class experience for both service professionals ("pros") and customers. The team takes a human-first, tailored approach to high-risk and sensitive matters, partnering with cross-functional teams like Legal on investigations and initiatives.
As a Case Manager II, you will oversee Thumbtack's most sensitive Trust and Safety concerns, ensuring appropriate resolution while mitigating organizational risk. You will work directly with pros and customers, applying critical thinking, sound decision-making, and discretion to complex issues.
Key responsibilities include:
- Independently assess and take action on sensitive trust and safety concerns via phone and email, balancing user support with organizational risk mitigation
- Oversee high-impact matters with potential financial and legal implications, including interpreting complex legal documents
- Manage the payment and distribution of the Thumbtack Guarantee to customers
- Handle personally identifiable information with care and discretion
- Act as a consultant to other agents and managers on escalated concerns; communicate company policies clearly to users
- Collaborate with cross-functional partners (Legal, etc.) on shared initiatives and help create/execute OKRs and KPIs
- Self-prioritize your caseload to drive departmental goals and contribute to team culture through peer collaboration, training, and coaching
This role is ideal for someone self-driven, detail-oriented, and with high integrity who can handle Thumbtack's most interesting and challenging issues while upholding marketplace standards and protecting the brand.
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
