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 fand counting
Pros earn billions on our platform
1000+ employees
$3.2 billion valuation (June, 2021)

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.

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.

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, Canada or the Philippines.* Learn more about our virtual-first working model here.

#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
Libraries (optional use collaboration & connection hubs) in San Francisco and Salt Lake City
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: Manager, Trust & Safety
Job tags: Decision-Making, Trust and Safety, Customer Satisfaction