Case Manager I - Trust & Safety

Thumbtack • San Francisco, CA

9h

About The Position

Thumbtack’s Trust & Safety Critical Escalations and Privacy Team handles high-risk and sensitive matters affecting pros and customers. The team takes a human-first, tailored approach, works with cross-functional partners such as Legal, and focuses on reducing risk and building user trust.

The Case Manager oversees sensitive Trust and Safety concerns, ensuring they are appropriately addressed while mitigating organizational risk. The role works directly with pros and customers and requires critical thinking, sound judgment, discretion, attention to detail, and integrity. The Case Manager upholds marketplace standards and policies, helps protect the Thumbtack brand, and contributes to a safe and trustworthy platform.

Requirements

• Experience in a related field such as Trust and Safety, Law Enforcement, Compliance, Human Resources, Legal, or another field requiring confidentiality, discretion, and attention to detail.
• Ability to handle sensitive information discreetly and remain calm and make quick decisions in intense, difficult situations without direct guidance.
• Exceptional problem-solving, critical-thinking, and strategic-thinking skills.
• Ability to independently manage a caseload and workload across multiple systems, prioritizing time and effort.
• Strong communication and interpersonal skills, including adapting messages for customers, pros, internal teams, and cross-functional partners.
• Collaborative, self-driven approach; openness to constructive feedback; and ability to build expertise quickly and adapt to shifting priorities.
• High school diploma or equivalent.

Responsibilities

• Independently assess sensitive Trust and Safety concerns and take appropriate action through phone and email, balancing user support with organizational risk mitigation.
• Oversee and execute high-impact matters with potential financial and legal implications, including interpreting complex legal documents to inform decisions.
• Oversee payment and distribution of the Thumbtack Guarantee to customers.
• Handle personally identifiable information with care and discretion.
• Advise other agents and managers on escalated and sensitive concerns, and clearly communicate company policies and guidelines to users.
• Collaborate with cross-functional partners, including Legal, on shared initiatives.
• Help create and execute OKRs and KPIs that measure success.
• Prioritize and manage a caseload to drive departmental goals.
• Contribute to team culture through peer collaboration, training, and coaching.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED