[Remote] Case Manager - Critical Escalations, Trust and Safety at Thumbtack

United States

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Not SpecifiedCompensation

Entry Level & New GradExperience Level

Full TimeJob Type

UnknownVisa

Biotechnology, Home ServicesIndustries

Requirements

Experience in a related field such as Trust and Safety, Law Enforcement, Compliance, Human Resources, Legal, or other fields requiring a high degree of confidentiality, discretion, and meticulous attention to detail
Proven ability to handle sensitive information
Ability to interpret and base decisions on complex legal documents
Ability to interpret and effectively communicate company policies and guidelines to customers

Responsibilities

Independently assess information and recommend appropriate actions on a variety of trust and safety concerns via phone and email, with a focus on assisting our users while mitigating organizational risk
Oversee and execute on matters that have a high impact on the organization with potential financial and legal implications
Oversee the payment and distribution of the Thumbtack Guarantee to consumers
Management of personally identifiable information
Act as a consultant to other agents and managers seeking guidance on dealing with escalated and sensitive concerns
Collaborate on shared initiatives with cross-functional teams (such as legal)
Self-prioritize activities and tasks based on importance to drive completion of departmental goals
Contribute to our team and company culture through peer collaboration, training, coaching and personal development
Assist with the creation and execution of OKR’s and KPI’s to measure our success

Skills

Critical Thinking

Decision-Making

Discretion

Problem-Solving

Investigation

Risk Mitigation

Thumbtack

Online marketplace connecting consumers with local professionals

About Thumbtack

Thumbtack connects consumers with local professionals for various services through its online marketplace. Users can find professionals like plumbers, electricians, and landscapers by searching the platform, comparing prices, reading reviews, and booking services directly. The platform offers cost estimates based on numerous bids from professionals, helping consumers understand potential service costs. Thumbtack generates revenue by charging professionals for leads, which are inquiries made by customers through the site. This model allows Thumbtack to serve a wide range of customers across the U.S., making it easier for them to find and hire local service providers.

San Francisco, CaliforniaHeadquarters

2008Year Founded

$680.3MTotal Funding

DEBTCompany Stage

Consumer Software, Consumer GoodsIndustries

1,001-5,000Employees

Benefits

Remote Work Options

Paid Holidays

Phone/Internet Stipend

Mental Health Support

Risks

Increased competition from OfferUp could dilute Thumbtack's market share.

Dependency on RentRedi partnership may risk customer acquisition dynamics.

Reliance on external funding could be risky if market conditions change.

Differentiation

Thumbtack connects users with 300,000 local service businesses across the U.S.

The platform offers personalized guidance and cost estimates for various home services.

Thumbtack charges professionals for leads, ensuring a straightforward revenue model.

Upsides

Partnership with OfferUp expands market reach and customer base.

$75 million financing boosts technology investment and service expansion.

Experienced leaders enhance legal and user research capabilities, improving trust and experience.

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