Case Manager II - Trust & Safety

Thumbtack • San Francisco, CA

1d • $91,800 - $139,700

About The Position

The Case Manager oversees Thumbtack’s most sensitive Trust and Safety concerns, ensuring they are appropriately addressed while mitigating organizational risk. The role works directly with professionals and customers and requires critical thinking, sound decision-making, discretion, meticulous attention to detail, and integrity. The Case Manager upholds marketplace standards and policies, helps protect the Thumbtack brand, and shapes the experience of professionals and customers while helping keep the platform secure and trustworthy. The position is part of the Trust & Safety Critical Escalations and Privacy Team, which takes a human-first, tailored approach to high-risk matters and partners with teams such as Legal on investigations and initiatives.

The role independently assesses sensitive concerns through phone and email, manages high-impact matters that may have financial or legal implications, oversees payment and distribution of the Thumbtack Guarantee, and handles personally identifiable information carefully. It also supports colleagues on escalated concerns, collaborates with cross-functional partners, contributes to team goals and performance measures, and manages a caseload in line with departmental priorities.

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 with discretion 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 workload across multiple systems by prioritizing time and effort.
• Strong communication and interpersonal skills, including the ability to tailor messages to customers, professionals, 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 information and take appropriate action on sensitive Trust and Safety concerns by 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.
• Manage personally identifiable information with care and discretion.
• Consult with 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 used to measure success.
• Prioritize 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: Mid Level
• Education Level: High school or GED