Critical Escalations, Trust and Safety (Bilingual/Spanish)

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 Critical Escalations & Privacy Team

We are a high-performing, tight-knit team of experienced professionals who are 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. We are passionate about reducing risk and building trust with our users and keep this as our north star in everything we do. As a part of our mission, we routinely collaborate with cross-functional teams, such as legal, on investigations and joint initiatives to drive Trust and Safety forward on Thumbtack

About the Role

Are you a detail-oriented, self-driven problem solver fluent in both Spanish and English? Thumbtack is looking for a Case Manager to join our Trust & Safety team, a role where you’ll take on some of the platform’s most sensitive and impactful challenges.

This role is critical, as you’ll occasionally support the CEO and other senior leadership team members on tough, sensitive cases that require sound judgment, resilience, and discretion. You’ll need to be prepared to handle difficult situations and materials, as this work often involves exposure to challenging content. Also important to note is this role includes a rotational after-hours availability to address urgent matters when needed.

This is your opportunity to make a real impact by shaping user experiences, strengthening trust, and helping build a safer, more successful platform.

Your Responsibilities

• Trust and Safety Management: Independently 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, leveraging prior training, certifications, and experience.
• Escalation Support: Act as a consultant to agents, managers, and executive leadership providing guidance on escalated and sensitive concerns. Collaborate with cross-functional teams, such as Legal, to address complex cases.
• Policy and Compliance: Interpret complex legal documents and effectively communicate company policies and guidelines to customers and pros. Manage sensitive data, including personally identifiable information, in compliance with organizational standards.
• 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.
• Performance and Metrics: Assist in the creation and execution of OKRs and KPIs to measure success.
• Team Contribution and Development: This role includes a rotational after-hours availability to address urgent matters when needed. Contribute to team and company culture through peer collaboration, training, coaching, and personal development initiatives.

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: Experience in Trust and Safety, Law Enforcement, Compliance, Human Resources, Legal, or other fields requiring confidentiality, discretion, and attention to detail. High school diploma