Oversee sensitive Trust and Safety concerns at Thumbtack, ensuring user support while mitigating organizational risk.
Posted by employer 1 day ago
First seen on Joblaze 12 hours ago
Last verified on the company career page 12 hours ago
What you'll build
- Independently assess information on trust and safety concerns
- Oversee high-impact matters with financial and legal implications
- Manage personally identifiable information
- Act as a consultant on escalated concerns
- Collaborate with cross-functional partners
Must have
- Experience in Trust and Safety, Law Enforcement, Compliance, or related field
- Proven ability to handle sensitive information with discretion
- Exceptional problem-solving and critical thinking skills
- Strong communication and interpersonal skills
- High school diploma or equivalent
Requirements
- Education
- High school
Not disclosed in this posting: years of experience, visa sponsorship.
Joblaze summary
In the role of Case Manager I for Trust & Safety at Thumbtack, the individual will manage sensitive trust and safety issues, ensuring they are resolved while minimizing risk to the organization. Key skills include critical thinking, discretion, and the ability to handle complex legal documents, as well as strong communication for collaboration with various teams. This position is suited for someone with a background in Trust and Safety, law enforcement, or similar fields, who can work independently and prioritize effectively in a fast-paced environment.
Joblaze insights
- Listed today — first seen on Joblaze October 21, 2026. Last confirmed on Thumbtack's careers page October 21, 2026.
- This exact title is also open at 1 other location at Thumbtack: United States.
- Starts above 38% of 42 comparable mid other roles in Canada we track (median $60,455 across 17 companies).
Quick facts
- Is the Case Manager I - Trust & Safety role remote?
- Yes — Thumbtack lists this as a fully remote position.
- What's the salary range?
- Thumbtack lists CAD 74,800–CAD 96,800 for this role.
- What seniority level is this role?
- Thumbtack targets mid-level candidates for this position.
- Is this full-time or contract?
- Full-time for this Case Manager I - Trust & Safety role at Thumbtack.
From the original posting
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 Ontario and British Columbia, the expected total cash compensation (base salary + variable pay, if applicable) range for this role is currently $74,800 - $96,800
Standard company text repeated across Thumbtack's postings is omitted here.