Trust & Safety Specialist

  • Entry Level
  • TSPA Members
  • Remote, US, CAN, Philippines (Remote)

Website thumbtack Thumbtack

This content was reproduced from the employer’s website on August 29, 2022. Please visit their website below for the most up-to-date information about this position.
About the Trust & Safety Team

As a part of the Marketplace Trust & Safety Team, you will have the opportunity to work on some of Thumbtack Support’s most interesting and challenging issues. You will work as the front-line on issues that are integral to Thumbtacks’ mission and longevity by ensuring our marketplace standards and policies are upheld. On this team, you will be part of a tight-knit group that works on solving real and serious problems for our users.

About the Role

You are an integral part of protecting the Thumbtack brand. You have a positive attitude and the willingness to help our users in whatever way possible within difficult situations. You thrive in ambiguity and are dedicated to helping users from problem to solution.

Responsibilities
  • Handle Trust & Safety cases involving customer concerns via phone, email, and resolution platforms
  • Investigate and mediate disputes between users to help both parties reach a positive outcome
  • Be a decision maker in cases where users may be removed for not following Thumbtack Community Guidelines, Policies, or Terms of Use
Must-Have Qualifications 

If you don’t think you meet all of the criteria below but still are interested in the job, please apply. Nobody checks every box, and we’re looking for someone excited to join the team.

  • Strong verbal communication, ability to establish a connection and trust over the phone, as well as empathize with the caller while still following Trust and Safety policies and procedures
  • Strong writing abilities, able to effectively address concerns in emails and other messenger resolution platforms
  • Is confident in their good judgement and decision making abilities
  • Level-headed, does not get shaken by difficult or complex situations
  • Positive attitude, loves solving problems and is a good listener
Nice-to-Have Qualifications 
  • Fluent in Spanish or Portuguese
  • Previous experience on a Trust and Safety, Fraud Prevention, or advanced Customer Support Team

Thumbtack is a virtual-first company, meaning you can live and work from any one of our approved locations across the United States, Ontario or the Philippines. When it is safe to gather, we will begin to host in-person events on a regular basis. Remote employees will be expected to travel occasionally for these events to a Thumbtack library or offsite team-building location. In cities with 5+ employees, we are establishing local communities, where employees can gather for local events. Additionally, employees in the San Francisco, Salt Lake City, Toronto and Manila areas will have opt-in access to communal workspace at one of our Thumbtack libraries. We always prioritize the health and safety of our employees. Currently, participation in these events and Thumbtack library use are optional. Both require employees to be fully vaccinated.

To apply for this job please visit boards.greenhouse.io.