Job Description
- Description:
- Help customers and pros, understand concerns, and reach agreed outcomes
- Assess and address trust and safety incidents via phone and email, mitigating organizational risk
- Oversee matters with potential financial and legal implications
- Identify issues, trends, and common user problems; maintain platform knowledge to assist customers
- Oversee payment and distribution of the Thumbtack Guarantee to consumers
- Self-prioritize tasks to align with departmental goals and meet metrics (OKRs/KPIs)
- Build and maintain interdepartmental relationships; act independently with sound judgment
- Requirements:
- Experience in advanced Customer Support, case management, or skilled mediation
- Trust and Safety or incident response experience (preferred)
- Strong written and verbal communication skills
- Exceptional problem-solving and strategic thinking skills
- Ability to work independently, adapt to shifting priorities, and show resilience
- Strong collaboration skills, sense of urgency, and ownership
Benefits:
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