Case Manager I - Trust & Safety

About the Trust & Safety Critical Escalations and Privacy Team

We’re a high-performing, tight-knit team of experienced professionals focused on creating a world-class experience for our pros, customers, and team. Our mission is to deliver a human-first, tailored approach to the most high-risk and sensitive matters that impact our pros and customers. Reducing risk and building trust with our users guides everything we do. We routinely partner with cross-functional teams, such as Legal, on investigations and joint initiatives that drive Trust and Safety forward on Thumbtack.

About the role

As a Case Manager, you’ll oversee Thumbtack’s most sensitive Trust and Safety concerns, ensuring they’re appropriately addressed while mitigating organizational risk. You’ll work directly with pros and customers, applying a high level of critical thinking, sound decision-making, and discretion. This role calls for someone self-driven, with meticulous attention to detail and a high degree of integrity. You’ll take on some of Thumbtack’s most interesting and challenging issues, upholding our marketplace standards and policies and helping protect the Thumbtack brand. Your work will directly shape the experience of pros and customers and help keep Thumbtack a secure and trustworthy platform.

What you’ll do

• Independently assess information and take appropriate action on a variety of sensitive trust and safety concerns via phone and email, balancing support for our users with mitigating organizational risk.

• Oversee and execute on high-impact matters with potential financial and legal implications, including interpreting complex legal documents to inform your decisions.

• Oversee the payment and distribution of the Thumbtack Guarantee to customers.

• Manage personally identifiable information with care and discretion.

• Act as a consultant to other agents and managers on escalated and sensitive concerns, and clearly communicate company policies and guidelines to users.

• Collaborate with cross-functional partners, such as Legal, on shared initiatives, and help create and execute the OKRs and KPIs that measure our success.

• Self-prioritize your caseload to drive departmental goals, and contribute to team culture through peer collaboration, training, and coaching.

• Experience in a related field such as Trust and Safety, Law Enforcement, Compliance, Human Resources, Legal, or another field requiring a high degree of confidentiality, discretion, and attention to detail.

• Proven ability to handle sensitive information with discretion, and to think quickly and stay calm in intense, difficult situations without direct guidance.

• Exceptional problem-solving, critical thinking, and strategic thinking skills.

• Ability to independently manage a caseload and volume across multiple systems by prioritizing your time and efforts.

• Strong communication and interpersonal skills, with the ability to tailor your message to customers, pros, internal teams, and cross-functional partners.

• A collaborative, self-driven approach, including openness to acting on constructive feedback and the ability to build expertise quickly and adapt to shifting priorities.

• High school diploma or equivalent.

Expected salary ranges

• For candidates living in San Francisco / Bay Area, San Jose, New York City, or Seattle metros, the expected total cash compensation (base salary + variable pay, if applicable) range for the role is currently $84,200 - $108,900

• For candidates living in Austin, TX or Washington DC metros or in California, Massachusetts, New Jersey, or Washington states, the expected total cash compensation (base salary + variable pay, if applicable) range for the role is currently $75,700 - $97.000

• For candidates living in all other US locations, the expected total cash compensation (base salary + variable pay, if applicable) range for this role is currently $71,400. - $92,400