Case Manager I - Trust & Safety

Thumbtack

14h

About The Position

The Case Manager I on Thumbtack’s Trust & Safety Critical Escalations and Privacy Team handles the company’s most sensitive trust and safety concerns. The role applies careful judgment and discretion to address high-risk matters, mitigate organizational risk, uphold marketplace standards, and help protect the Thumbtack brand. The case manager works directly with pros and customers and collaborates with partners such as Legal on investigations and shared initiatives.

The role also supports team and departmental goals by managing a caseload, contributing to success metrics, and collaborating with colleagues through peer support, training, and coaching. For candidates living in Ontario and British Columbia, the expected total cash compensation range is $85,000–$110,000. Actual offers may vary based on job level, qualifications, skills, competencies, and proficiency.

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.
• Proven ability to handle sensitive information discreetly and remain calm and make decisions 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 time and effort.
• Strong communication and interpersonal skills, including the ability to tailor messages to customers, pros, internal teams, and cross-functional partners.
• Collaborative and 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 received by phone and email, and take appropriate action while balancing user support with organizational risk mitigation.
• Oversee and execute high-impact matters with potential financial and legal implications, including interpreting complex legal documents.
• 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 communicate company policies and guidelines clearly 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