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.

Thumbtack by the Numbers

Available nationwide in every U.S. county
80 million projects started on Thumbtack
10 million 5-star reviews and counting
Pros earn billions on our platform
1000+ employees
$3.2 billion valuation (June, 2021)

About the Trust & Safety Team

On this team, you will be part of a tight-knit group that works on solving urgent and severe problems for our users and will perpetuate a strong focus on caring for and supporting our customers and pros as we continue to grow and scale.

About the Role

As a Trust & Safety Team member, you are an integral part of protecting the Thumbtack brand. You will have the opportunity to work on some of Thumbtack's most interesting and challenging issues. You will work as the front line, addressing issues integral to Thumbtack's mission and longevity and ensuring our marketplace standards and policies are upheld.

Responsibilities

The Trust & Safety Support Operations team is a highly-skilled department dedicated to supporting our users experiencing Trust & 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 integral to Thumbtack's mission and longevity.

Handle Trust & Safety cases involving customer and/or pro concerns via phone, email, and other resolution platforms.
Investigate and mediate disputes between users to help both parties reach a positive outcome.
Be a decision maker in situations where a user's account may be removed for not following Thumbtack Community Guidelines, Policies, or Terms of Use.

What you'll need

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.

Advanced proficiency in both spoken and written Spanish is required to effectively support our Spanish-speaking customers and pros in complex communications and interactions
Strong verbal communication, ability to establish a connection and trust over the phone, as well as empathize with the caller while still following Trust & Safety policies and procedures
Strong writing abilities, able to effectively address concerns in emails and other messenger resolution platforms
Is confident in their good judgment and decision-making abilities
Level-headed, does not get shaken by difficult or complex situations
Positive attitude loves solving problems and doesn't get easily deterred

Bonus points if you have

Strong preference for those with previous experience in Trust & Safety, Fraud Prevention, or advanced Customer Support roles
Bilingual in Spanish and English, with strong verbal and written skills

Thumbtack is a virtual-first company, meaning you can live and work from any one of our approved locations across the United States, Canada or the Philippines.* Learn more about our virtual-first working model here.

For candidates living in San Francisco / Bay Area, New York City, or Seattle metros, the expected salary range for the role is currently $27.00 - $33.00 per hour. Actual offered salaries will vary and will be based on various factors, such as calibrated job level, qualifications, skills, competencies, and proficiency for the role.

For candidates living in all other US locations, the expected salary range for this role is currently $23.00 - $28.00 per hour. Actual offered salaries will vary and will be based on various factors, such as calibrated job level, qualifications, skills, competencies, and proficiency for the role.

#LI-Remote

Benefits & Perks

Virtual-first working model coupled with in-person events
20 company-wide holidays including a week-long end-of-year company shutdown
Library (optional use collaboration & connection hub) in San Francisco
WiFi reimbursements
Cell phone reimbursements (North America)
Employee Assistance Program for mental health and well-being

Learn More About Us

Thumbtack embraces diversity. We are proud to be an equal opportunity workplace and do not discriminate on the basis of sex, race, color, age, pregnancy, sexual orientation, gender identity or expression, religion, national origin, ancestry, citizenship, marital status, military or veteran status, genetic information, disability status, or any other characteristic protected by federal, provincial, state, or local law. We also will consider for employment qualified applicants with arrest and conviction records, consistent with applicable law.

Thumbtack is committed to working with and providing reasonable accommodation to individuals with disabilities. If you would like to request a reasonable accommodation for a medical condition or disability during any part of the application process, please contact: recruitingops@thumbtack.com.

If you are a California resident, please review information regarding your rights under California privacy laws contained in Thumbtack's Privacy policy available at https://www.thumbtack.com/privacy/ .

Summary
Company name: Thumbtack
Remote job title: Bilingual Senior Trust & Safety Specialist
Job tags: Trust and Safety, Valuation, Decision-Making