Case Manager I - Trust & Safety
### **Thumbtack 帮助数百万人自信地照顾自己的家园.** Thumbtack 是你需要照顾和改善你的家的应用程序从个性化指导到人工智能工具和最好的招聘经验。每天在美国每个县，人们都转向 Tumbtack 完成紧急维修，季节性的维护和更大的改进。我们帮助房东知道哪些项目要做，何时要做以及谁应该从我们的不断增长的社区300,000个地方服务企业那里雇佣。如果影响激励你，加入我们。想象我们将一起建立什么。###**关于信任与安全关键升级和隐私团队** 我们是一个高性能，紧密结合的专业人员团队，专注于为我们的专业人士，客户和团队创造一流世界级体验。我们的使命是向最有风险和敏感的问题提供一个以人为本的方法。减少风险并建立对用户的信任指导我们所做的一切。我们经常与法律等跨职能团队合作，开展调查和共同倡议，推动 Tumbtack 上的信任和安全发展。### **关于角色** 作为案例经理，你将监督 Thumbtack 最敏感的信任和安全问题，确保它们得到适当解决，同时缓解组织风险。你将直接与专业人士和客户合作，应用高水平的批判性思维，健全的决策和谨慎。这个角色需要一个自主驱动的人，仔细关注细节和高度诚信。你将承担一些 Thumbtack 最有趣和具有挑战性的问题，维护我们的市场标准和政策并帮助保护 Thumbuck 品牌。你的工作将直接塑造专业人员和客户的体验，并帮助保持 Thumbucks 安全和值得信赖的平台。### **你会做什么** - 独立评估信息并通过电话和电子邮件采取适当行动，对各种敏感的信任和安全问题进行评估，平衡用户支持与减轻组织风险。- 监督和执行具有潜在财务和法律影响的大问题，包括解释复杂的法律文件以告知你的决定。- 管理支付和向客户分配 Thumbtack 保证。- 谨慎地管理个人身份识别信息。- 作为其他代理人的顾问，并管理。
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### **Thumbtack helps millions of people confidently care for their homes.**
Thumbtack is the one app you need to take care of and improve your home — from personalized guidance to AI tools and a best-in-class hiring experience. Every day in every county of the U.S., people turn to Thumbtack to complete urgent repairs, seasonal maintenance and bigger improvements. We help homeowners know which projects to do, when to do them and who to hire from our growing community of 300,000 local service businesses. If making an impact inspires you, join us. Imagine what we’ll build together.
### **About the Trust & Safety Critical Escalations and Privacy Team**
We’re a high-performing, tight-knit team of experienced professionals focused on creating a world-class experience for our pros, customers, and team. Our mission is to deliver a human-first, tailored approach to the most high-risk and sensitive matters that impact our pros and customers. Reducing risk and building trust with our users guides everything we do. We routinely partner with cross-functional teams, such as Legal, on investigations and joint initiatives that drive Trust and Safety forward on Thumbtack.
### **About the role**
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.
### **What you’ll do**
- 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.
- Ability to independently manage a caseload and volume across multiple systems by prioritizing your time and efforts.
- Strong communication and interpersonal skills, with the ability to tailor your message to customers, pros, internal teams, and cross-functional partners.
- A collaborative, self-driven approach, including openness to acting on constructive feedback and the ability to build expertise quickly and adapt to shifting priorities.
- High school diploma or equivalent.
### **Expected salary ranges**
- For candidates living in Ontario and British Columbia, the expected total cash compensation (base salary + variable pay, if applicable) range for this role is currently $74,800 - $96,800
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.
Thumbtack embraces diversity. We are proud to be an equal opportunity workplace and do not discriminate on the basis of sex, race, color, age, pregnancy, sexual orientation, gender identity or expression, religion, national origin, ancestry, citizenship, marital status, military or veteran status, genetic information, disability status, or any other characteristic protected by federal, provincial, state, or local law. We also will consider for employment qualified applicants with arrest and conviction records, consistent with applicable law.
Thumbtack is committed to working with and providing reasonable accommodation to individuals with disabilities. If you would like to request a reasonable accommodation for a medical condition or disability during any part of the application process, please contact: [recruitingops@thumbtack.com](mailto:recruitingops@thumbtack.com).
For information about how Thumbtack collects, uses, and shares personal information about job applicants, please see our [Job Applicant Privacy Policy](https://www.thumbtack.com/job-applicant-privacy-policy).
We put as much craftsmanship into candidate safety as we do into the hiring experience itself. While scammers may try to impersonate our team, we’ll never ask you for money, banking info, or SSNs during hiring. [Check out our blueprint on how to spot the fakes.](https://careers.thumbtack.com/recruiting-scams)