Case Manager II - Trust & Safety

Job summary

The Case Manager will oversee sensitive trust and safety concerns, ensuring they are addressed while mitigating organizational risk. They will collaborate with cross-functional teams, including Legal, to manage high-impact matters and protect the platform's integrity.

Job details

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 $85,000 - $110,000 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. For information about how Thumbtack collects, uses, and shares personal information about job applicants, please see our 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.

What you’ll do

The Case Manager will oversee sensitive trust and safety concerns, ensuring they are addressed while mitigating organizational risk. They will collaborate with cross-functional teams, including Legal, to manage high-impact matters and protect the platform's integrity.

Requirements

Candidates must have experience in fields such as Trust and Safety, Law Enforcement, Compliance, or Legal, requiring high confidentiality and attention to detail. Strong problem-solving, independent caseload management, and communication skills are essential for success in this role.

Listed skills

• Time management · Preferred
• Problem solving · Preferred
• Training · Preferred
• Decision Making · Preferred
• case management · Preferred
• Communication · Preferred
• Critical Thinking · Preferred
• Coaching · Preferred
• Conflict Resolution · Preferred
• Cross-Functional Collaboration · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Trust and safety
• Case management
• Risk mitigation
• Critical thinking
• Decision making
• Communication
• Problem solving
• Strategic thinking
• Conflict resolution
• Data privacy
• Legal document interpretation
• Cross-functional collaboration
• Time management
• Coaching
• Training
• Building Trust
• Constructive Feedback
• Blueprinting
• Decision Making
• Confidentiality
• Critical Thinking
• Interpersonal Communications
• Problem Solving
• Key Performance Indicators (KPIs)
• Law Enforcement
• Strategic Thinking
• Investigation
• Balancing (Ledger/Billing)
• Trustworthiness
• Detail Oriented

Job areas

• Security & Safety
• Customer Service & Support
• Legal
• Management & Leadership
• Administrative
• Safety Manager
• Safety Manager (General)
• Environmental and Occupational Health Inspectors and Associates
• Occupational Health and Safety Specialists

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