Manager, Trust and Safety Support Operations

About the Trust and Safety Support Operations Team

The Trust and Safety team is a tight knit, highly-skilled team that is dedicated to supporting our users experiencing Trust and 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 that are integral to Thumbtacks' mission and longevity by ensuring our customers and pros are supported and our marketplace standards are upheld.

About the Role

You and your team are an integral part of protecting the Thumbtack brand. As the team manager, you have an outsized impact on guiding the team strategy, developing strong case managers, and perpetuating a strong focus on caring for and supporting our customers and pros as we continue to grow and scale Trust and Safety at Thumbtack. 

Responsibilities

• Lead a Trust and Safety team at the forefront of investigating project related reports from our customers and pros, mediating disputes, and taking appropriate action on issues by ensuring our users are supported and our platform standards are upheld.  
• Grow, develop, and manage a high-performing Trust and Safety team that is leading the future of work with a remote-first culture. 
• Create and drive team strategy for triaging and handling reported concerns. Influence broader Trust and Safety strategy at Thumbtack. 
• Continue to refine and improve a human-first approach to caring for our users.
• Support and further develop team members through coaching, mentoring, and empowerment through delegation and autonomy.
• Perpetuate a strong focus on caring for and supporting our customers and pros including the administration of the Thumbtack Property Damage Guarantee.
• Collaborate cross-functionally with Internal Tools teams, Data Analytics, Product, and other Operations teams to proactively analyze and improve our approach to handling high risk concerns.

Must-Have Qualifications 

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.

• 2-4 years relevant experience demonstrating leadership in Trust and Safety, risk mitigation, or customer experience roles.
• 3 years of experience in people leadership with a track record of hiring and developing great talent across a broad spectrum of geographies; delivering superior results and developing a customer-focused culture.
• Proven experience navigating and mitigating risk through sound judgment and decision making.
• Experience perpetuating structures, systems, and processes that build toward a determined focus on high-quality user experiences.

Thumbtack is a virtual-first company, meaning you can live and work from any one of our approved locations across the United States, Ontario or the Philippines. When it is safe to gather, we will begin to host in-person events on a regular basis. Remote employees will be expected to travel occasionally for these events to a Thumbtack library or offsite team-building location. In cities with 5 employees, we are establishing local communities, where employees can gather for local events. Additionally, employees in the San Francisco, Salt Lake City, Toronto and Manila areas will have opt-in access to communal workspace at one of our Thumbtack libraries. We always prioritize the health and safety of our employees. Currently, participation in these events and Thumbtack library use are optional. Both require employees to be fully vaccinated.

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