Trust and Safety Incident Operations Specialist
Description:
• Help customers and pros, understand concerns, and reach agreed outcomes
• Assess and address trust and safety incidents via phone and email, mitigating organizational risk
• Oversee matters with potential financial and legal implications
• Identify issues, trends, and common user problems; maintain platform knowledge to assist customers
• Oversee payment and distribution of the Thumbtack Guarantee to consumers
• Self-prioritize tasks to align with departmental goals and meet metrics (OKRs/KPIs)
• Build and maintain interdepartmental relationships; act independently with sound judgment
Requirements:
• Experience in advanced Customer Support, case management, or skilled mediation
• Trust and Safety or incident response experience (preferred)
• Strong written and verbal communication skills
• Exceptional problem-solving and strategic thinking skills
• Ability to work independently, adapt to shifting priorities, and show resilience
• Strong collaboration skills, sense of urgency, and ownership
Benefits:
Apply Now
Apply Now
• Help customers and pros, understand concerns, and reach agreed outcomes
• Assess and address trust and safety incidents via phone and email, mitigating organizational risk
• Oversee matters with potential financial and legal implications
• Identify issues, trends, and common user problems; maintain platform knowledge to assist customers
• Oversee payment and distribution of the Thumbtack Guarantee to consumers
• Self-prioritize tasks to align with departmental goals and meet metrics (OKRs/KPIs)
• Build and maintain interdepartmental relationships; act independently with sound judgment
Requirements:
• Experience in advanced Customer Support, case management, or skilled mediation
• Trust and Safety or incident response experience (preferred)
• Strong written and verbal communication skills
• Exceptional problem-solving and strategic thinking skills
• Ability to work independently, adapt to shifting priorities, and show resilience
• Strong collaboration skills, sense of urgency, and ownership
Benefits:
Apply Now
Apply Now