Trust and Safety Manager - Remote

Overview

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.

In Short

• Support the team in managing trust and safety concerns.
• Assist team members in handling customer issues.
• Oversee operational tasks related to customer support.
• Collaborate with cross-functional teams.
• Demonstrate leadership and develop team strategy.
• Identify trends and common problems for users.
• Show flexibility and ownership in projects.
• Communicate effectively with diverse audiences.
• Manage escalated concerns and collaborate on sensitive issues.
• Assist in executing OKRs and KPIs.

Requirements

• 2-4 years of relevant experience in Trust and Safety or Customer Support.
• Advanced proficiency in spoken and written English; Spanish is a plus.
• Exceptional problem-solving and strategic thinking skills.
• Strong collaboration skills and self-motivation.
• Experience in program management for user experience.

Benefits

• Virtual-first working model with in-person events.
• 20 company-wide holidays including a week-long end-of-year shutdown.
• Library in San Francisco for collaboration.
• WiFi and cell phone reimbursements.
• Employee Assistance Program for mental health.