Case Manager I - Trust & Safety

Responsibilities

• 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.
• In order to be successful, you must bring
• 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.

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