About the Trust & Safety Team

On this team, you will be part of a tight-knit group that works on solving urgent and severe problems for our users and will perpetuate a strong focus on caring for and supporting our customers and pros as we continue to grow and scale.

About the Role

As a Trust & Safety Team member, you are an integral part of protecting the Thumbtack brand. You will have the opportunity to work on some of Thumbtack’s most interesting and challenging issues. You will work as the front line, addressing issues integral to Thumbtack’s mission and longevity and ensuring our marketplace standards and policies are upheld.

Responsibilities

The Trust & Safety Support Operations team is a highly-skilled department dedicated to supporting our users experiencing Trust & Safety concerns. The team stands at the forefront of investigating project and safety-related reports from our customers and pros, mediating disputes, and taking appropriate action on issues integral to Thumbtack’s mission and longevity.

• Handle Trust & Safety cases involving customer and/or pro concerns via phone, email, and other resolution platforms.
• Investigate and mediate disputes between users to help both parties reach a positive outcome.
• Be a decision maker in situations where a user’s account may be removed for not following Thumbtack Community Guidelines, Policies, or Terms of Use.

What you'll need

If you don't think you meet all of the criteria below but still are interested in the job, please apply. Nobody checks every box, and we're looking for someone excited to join the team.

• Advanced proficiency in both spoken and written Spanish is required to effectively support our Spanish-speaking customers and pros in complex communications and interactions
• Strong verbal communication, ability to establish a connection and trust over the phone, as well as empathize with the caller while still following Trust & Safety policies and procedures
• Strong writing abilities, able to effectively address concerns in emails and other messenger resolution platforms
• Is confident in their good judgment and decision-making abilities
• Level-headed, does not get shaken by difficult or complex situations
• Positive attitude loves solving problems and doesn’t get easily deterred

Bonus points if you have

• Strong preference for those with previous experience in Trust & Safety, Fraud Prevention, or advanced Customer Support roles
• Bilingual in Spanish and English, with strong verbal and written skills

Thumbtack is a virtual-first company, meaning you can live and work from any one of our approved locations across the United States, Canada or the Philippines.* Learn more about our virtual-first working model here.

For candidates living in San Francisco / Bay Area, New York City, or Seattle metros, the expected salary range for the role is currently $27.00 - $33.00 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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