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 all 3,143 U.S. counties
75 million+ projects started on Thumbtack
About 4 million customers in the last 12 months
Pros earn billions on our platform
About 10 million 5-star reviews for our stellar pros
1000+ employees and $3.2 billion valuation (June, 2021)

About the team

As a Leader on our Trust and Safety Team, you will have the opportunity to work on some of Thumbtack Support's most interesting and challenging issues. You will support our front-line specialists on issues that are integral to Thumbtacks' mission and longevity by ensuring our marketplace standards and policies are upheld.

About the role

You are an integral part of protecting the Thumbtack brand. You have a positive attitude and the willingness to help our users in whatever way possible within difficult situations. You thrive in ambiguity and are dedicated to helping users from problem to solution.

Responsibilities

Lead a team of frontline specialists in providing incredible support to customers with trust and safety concerns
Coach and develop your team to investigate disputes between users to help reach a positive outcome
Manage and mentor your team to develop to their full potential
Be a decision maker in cases where users may be removed for not following our Community Guidelines or Terms of Use
Help instill appropriate standards of customer support and service in some of the most sensitive situations and mitigate risk
Create/lead MTS projects essential to the success of the team and the integrity of the Thumbtack marketplace
Willingness to jump on any new project/responsibility that comes up with a sense of determination.

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.

3+ Years in a leadership role (please do not apply if you do not have leadership experience)
Proven coaching abilities - your past team members want to follow you because you inspire and teach them to be better.
Business acumen - ability to understand data and give recommendations.
Strong problem solving skills and a natural talent for process improvement.
Confident in their good judgment and decision making abilities- can navigate difficult situations.
Excellent verbal and written communication skills.
Strong verbal communication, ability to establish a connection and trust with specialists and departmental leaders.

Bonus points if you have

Previous experience on a Trust and Safety, Fraud Prevention, or advanced Customer Support Team
Legal Knowledge/Expertise

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 two week-long shutdowns
Libraries (collaborative workspaces) in San Francisco, Salt Lake City, Toronto, and Manila
Stipends for remote work support, home office set-up and Thumbtack services (North America)
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: Trust and Safety Manager
Job tags: Trust and Safety, Business Acumen, fraud-prevention