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
- 80 million projects started on Thumbtack
- 10 million 5-star reviews and counting
- Pros earn billions on our platform
- 1000+ employees
- $3.2 billion valuation (June, 2021)
About the Trust and Safety Incident Operations Team
The Trust & Safety Support Operations team is a tight-knit, highly-skilled department dedicated to supporting our users experiencing urgent and serious Trust & Safety concerns. The team stands at the forefront of investigating project and safety-related reports from our customers and pros, mediating disputes, and taking appropriate action on issues integral to Thumbtack’s mission and longevity.
About the Role
As a Trust & Safety Specialist, you are integral to protecting the Thumbtack brand through effective investigation, communication, mediation, and enforcement for violations of Thumbtack's marketplace Community Guidelines, Policies, or Terms of Use. You will have the opportunity to work on some of Thumbtack’s most interesting and challenging issues by playing a crucial role in tackling concerns central to Thumbtack’s mission and long-term success.
You're a great fit for this role if you consistently display good judgment, keep a cool head under pressure, are a curious problem solver with exceptional communication and interpersonal skills, and have a genuine passion for policy issues like safety, privacy, and fraud.
Responsibilities
- Handle Trust & Safety cases involving customer and/or pro concerns via phone, email, and other resolution platforms
- Investigate and mediate disputes between users, supporting both parties to reach a positive outcome
- Be a decision maker when a user’s account may be removed for not following Thumbtack Community Guidelines, Policies, or Terms of Use
- Conduct objective, unbiased, thorough evidence-based investigations
- Develop subject matter expertise on Thumbtack’s Community Guidelines and Terms of Use
- Prioritize responses based on urgency and severity
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.
- Excels in establishing trust through both verbal and written communication, whether over the phone, email, or on resolution platforms
- Ability to manage multiple caseloads concurrently, handling approximately ~20+ incidents at any given time with effective organizational and prioritization skills
- Exhibits confidence in decision-making, maintaining composure in complex situations and displaying a level-headed approach
- Remains resilient and undeterred in problem-solving, displaying a positive attitude even in the face of challenges
- Capable of making effective decisions in ambiguous situations, navigating uncertainty, and making necessary tradeoffs
- Demonstrates a passion for building trust in the product, ensuring safe marketplace interactions, and enhancing overall user experiences
Bonus points if you have
- Strong preference for those with previous experience in Trust & Safety, Fraud Prevention, or advanced Customer Support roles
Thumbtack is a virtual-first company, meaning you can live and work from any one of our approved locations across the United States, Canada or the Philippines.* Learn more about our virtual-first working model here.
For candidates living in the US, the expected salary range for this role is currently $23.00 - $28.00. 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.
#LI-Remote
Benefits & Perks
- Virtual-first working model coupled with in-person events
- 20 company-wide holidays including a week-long end-of-year company shutdown
- Libraries (optional use collaboration & connection hubs) in San Francisco and Salt Lake City
- WiFi reimbursements
- Cell phone reimbursements (North America)
- Employee Assistance Program for mental health and well-being
Learn More About Us
-
Life @ Thumbtack Blog
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How Thumbtack is embracing virtual work
- Follow us on LinkedIn
- Meet the pros who inspire us
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.
If you are a California resident, please review information regarding your rights under California privacy laws contained in Thumbtack’s Privacy policy available at .
