Trust and Safety Incident Ops Senior Specialist (Bilingual)

About the Trust and Safety Team

We are a high performing and thoughtful team that works diligently to solve urgent and severe concerns for our users while simultaneously protecting the Thumbtack brand. Our goal is to collaborate and coordinate efficiently on escalated reports from customers and pros to ensure a safe and high-quality experience. We work closely with our cross- functional teams to focus on ways to improve the customer experience and enhance the Thumbtack vision.

About the role 

As a Trust and Safety Incident Operations Specialist (Bilingual), you will be the utmost partner to our customers and pros. Your goal is to fully understand the concerns brought to our attention and act diligently to reach an agreed upon outcome. You will need to be prepared to handle challenging situations that require sound judgement, resilience, and discretion.

This is your opportunity to positively impact the user experience, strengthen trust in our brand and help build a safer and more successful platform. 

What you’ll do

• Independently assess and address trust and safety concerns via phone and email, focusing on assisting users while mitigating organizational risk. Oversee matters with potential financial and legal implications.
• Identify issues, trends, and common problems facing our users while maintaining knowledge of the Thumbtack platform to assist customers in resolving their concerns. 
• Showcase flexibility to take on a wide range of projects with ownership.
• Oversee the payment and distribution of the Thumbtack Guarantee to consumers. Self-prioritize tasks and activities to align with departmental goals, ensuring timely completion.
• Assist in the execution of OKR’s and KPI’s while hitting personal metrics.
• Build and maintain interdepartmental relationships. 
• Demonstrate the ability to act independently while understanding the time and place to look for guidance.

In order to be successful, you must bring

• Experience in advanced Customer Support, case management, skilled mediation, or similar fields is required. Trust and Safety or incident response experience is an additional bonus. High school diploma or equivalent required.
• Advanced proficiency in spoken and written English and Spanish. Proven competence in engaging diverse audiences, including customers, internal teams, and cross-functional partners.
• Exceptional problem-solving and strategic thinking skills, with the ability to work independently and adapt to shifting priorities.
• Strong collaboration skills, self-motivated, resilient, and adaptable. Strong sense of urgency and ownership.

Expected salary ranges

• For candidates living in San Francisco / Bay Area, San Jose, New York City, or Seattle metros, the expected salary range for the role is currently $28.89 - $35.33 per hour.
• For candidates living in Austin, TX or Washington DC metros or in California, Massachusetts, New Jersey, or Washington states, the expected salary range for the role is currently $26.00 - $31.77 per hour.
• For candidates living in all other US locations, the expected salary range for this role is currently $24.56 - $30.04 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. 

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