Manager II, Trust & Safety - Incident Operations

A home is the biggest investment most people make, and yet, it doesn’t come with a manual. That's why we’re building the only app homeowners need to effortlessly manage their homes —  knowing what to do, when to do it, and who to hire. With Thumbtack, millions of people care for what matters most, and pros earn billions of dollars through our platform. And as one of the fastest-growing companies in a $600B+ industry — we must be doing something right. 

We are driven by a common goal and the deep satisfaction that comes from knowing our work supports local economies, helps small businesses grow, and brings homeowners peace of mind. We’re seeking people who continually put our purpose first: advocating for pros and customers, embracing change, and choosing teamwork every day.

At Thumbtack, we're creating a new era of home care. If making an impact and the chance to do good inspires you, join us. Imagine what we’ll build together. 

Thumbtack by the Numbers

• Available nationwide in every U.S. county
• Over 85 million projects started on Thumbtack
• More than 11 million 5-star reviews and counting
• Pros earn billions on our platform
• 1000+ employees 
• $3.2 billion valuation (June, 2021) 

About the Trust & Safety Team

We are a high-performing and thoughtful team that diligently solves urgent and severe concerns for our users while simultaneously protecting the Thumbtack brand. Our goal is to collaborate and coordinate efficiently on escalated reports from customers and pros to ensure a safe and high-quality experience. We work closely with our cross-functional teams to focus on ways to improve the customer experience and enhance the Thumbtack vision.

About the Role

As a Trust and Safety Manager, you will support your team as partners to our customers and pros. Your goal is to fully understand the trust and safety process and policies and assist your team members in effectively handling these concerns. You will need to be prepared to handle challenging situations that require sound judgment, resilience, and discretion.

As a people leader, you will impact and guide team strategy while supporting your team. You will strongly focus on caring for your team members while also focusing on the end user. You’ll work collaboratively with multiple teams across Thumbtack.

Responsibilities

• Trust and Safety Incident Management: Support the team to efficiently assess and address trust and safety concerns via phone and email, focusing on assisting users while mitigating organizational risk. Oversee matters with potential financial and legal implications.
• Customer Support Mindset: Identify issues, trends, and common problems facing our users; while maintaining knowledge of the Thumbtack platform to assist customers in resolving their concerns. Triage escalated concerns and collaborate on sensitive issues. Escalate issues to other departments and leaders when necessary.
• Operational Excellence: Oversee the payment and distribution of the Thumbtack Guarantee to consumers. Self-prioritize tasks and activities to align with departmental goals, ensuring timely completion.
• Strategic Mindset: Assist in the execution of OKR’s and KPI’s
• High Levels of Initiative and Accountability: Showcase flexibility to take on a wide range of projects with ownership.
• Leadership:  Grow, develop, and manage a high-performing team.
• Collaboration: Build and maintain interdepartmental relationships.

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.

• Relevant Experience and Education: 2-4 years relevant experience demonstrating leadership in Trust and Safety and/OR Customer Support required. High school diploma or equivalent required.
• Communication Skills: Advanced proficiency in spoken and written English and bonus points if you are fluent in Spanish. Proven competence in engaging diverse audiences, including customers, internal teams, and cross-functional partners.
• Problem-Solving and Adaptability: Exceptional problem-solving and strategic thinking skills, with the ability to work independently and adapt to shifting priorities.
• Collaboration and Resilience: Strong collaboration skills, self-motivated, resilient, and adaptable. Strong sense of urgency and ownership.
• Program Management: Experience perpetuating structure