Trust and Safety Incident Operations Specialist

United States

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Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Home Services, BiotechnologyIndustries

Requirements

Candidates must have experience in advanced customer support, case management, or skilled mediation, with trust and safety or incident response experience being a plus. Strong written and verbal communication skills are essential for engaging with diverse audiences, including customers and internal teams. Exceptional problem-solving, strategic thinking, adaptability, collaboration, resilience, and a strong sense of urgency and ownership are also required.

Responsibilities

The Trust and Safety Incident Operations Specialist will assess and address trust and safety concerns via phone and email, focusing on user assistance and mitigating organizational risk, including matters with financial and legal implications. This role involves identifying user issues and trends, managing the payment and distribution of the Thumbtack Guarantee, and assisting in the execution of OKRs and KPIs while meeting personal metrics. The specialist will also build and maintain interdepartmental relationships and demonstrate the ability to act independently while knowing when to seek guidance.

Skills

Trust and Safety

Incident Management

Customer Support

Risk Mitigation

Communication

Problem-Solving

Judgement

Resilience

Discretion

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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