Case Manager II - Trust & Safety

Written by the T&S Network from Thumbtack's posting.

Handles the most sensitive Trust and Safety escalations on Thumbtack, a home services marketplace connecting homeowners with local service pros. The work sits in the Critical Escalations and Privacy team, which handles high-risk and sensitive matters affecting pros and customers, often with Legal.

What you'd do

• Independently assess sensitive trust and safety concerns and decide on action, by phone and email.
• Oversee high-impact matters with possible financial or legal implications, including reading complex legal documents.
• Consult other agents and managers on escalated cases and explain company policy to users.
• Work with cross-functional partners such as Legal on shared initiatives and help set OKRs and KPIs.

What it asks for

• Experience in Trust and Safety, law enforcement, compliance, HR, legal, or another confidentiality-heavy field.
• Proven discretion with sensitive information and calm decision-making under pressure without direct guidance.
• Ability to manage a caseload across multiple systems by prioritizing time.
• High school diploma or equivalent.

Worth knowing

• Requires a high degree of integrity and discretion in handling sensitive matters.

Our best summary of the posting, and it can be wrong. The employer's posting is what counts: read it in full on Thumbtacknorth_east before you apply. If we got something wrong, report this listing.