Case Manager II – Trust & Safety

🕒 October 19

🌐 Canada, United States, +1 more countries – Remote

🇨🇦 Canada – Remote 🇺🇸 United States – Remote 🇵🇭 Philippines – Remote

💵 $85k - $110k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

👔 Manager

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Thumbtack

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🏪 Marketplace

☁️ SaaS

💰 $75M Debt Financing - Thumbtack on 2024-07

Marketplace • SaaS

Thumbtack is an online marketplace that connects homeowners with local service professionals for home maintenance, repairs, remodeling, and other home projects. The platform lets customers describe projects in their own words, browse local pros across many trades (e. g. , cleaners, handymen, plumbers, electricians, painters, HVAC, contractors, landscapers), view reviews and cost estimates, message pros without sharing contact details until messaging, and offers a guarantee up to $2,500 if a job isn't done as agreed. Thumbtack provides consumer-facing apps and a separate pro-focused experience with resources, community, and tools for professionals to manage leads and reviews. It covers every county in the U. S. and emphasizes project guides, cost guides, and home maintenance plans.

📋 Description

• Independently assess information and take appropriate action on sensitive trust and safety concerns via phone and email • Oversee and execute high-impact matters with potential financial and legal implications, including interpreting complex legal documents • Oversee payment and distribution of the Thumbtack Guarantee to customers • Manage personally identifiable information with care and discretion • Advise agents and managers on escalated and sensitive concerns and communicate company policies and guidelines to users • Collaborate with Legal and other cross-functional partners on shared initiatives • Help create and execute OKRs and KPIs • Self-prioritize caseload to drive departmental goals • Contribute to team culture through peer collaboration, training, and coaching

🎯 Requirements

• 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 time and efforts • Strong communication and interpersonal skills, with the ability to tailor messages to customers, pros, internal teams, and cross-functional partners • Collaborative, self-driven approach, openness to constructive feedback, and ability to build expertise quickly and adapt to shifting priorities • High school diploma or equivalent

🏖️ Benefits

• Remote work • Equal opportunity workplace • Reasonable accommodation for individuals with disabilities