Case Manager - Critical Escalations, Trust and Safety
Skills
- Proven experience handling sensitive information with discretion and confidentiality.
- Strong critical thinking and strategic problem-solving abilities.
- Excellent written and verbal communication tailored for diverse audiences (customers, pros, internal partners).
- Ability to manage workload across multiple systems, prioritize, and deliver timely outcomes.
- Comfort interpreting legal documents and applying policy to complex situations.
Responsibilities
- Assess and recommend actions on sensitive trust & safety concerns via phone and email, balancing user support with organizational risk mitigation.
- Independently make decisions during high-pressure situations with limited direct guidance.
- Oversee and execute matters with potential financial or legal impact, including payment and distribution of the Thumbtack Guarantee.
- Manage and protect personally identifiable information in accordance with company policy.
- Interpret and apply complex legal documents and company policies to case outcomes.
- Serve as a consultative resource for agents and managers on escalated and sensitive concerns.
- Collaborate with cross-functional partners (e.g., Legal) on investigations and shared initiatives.
- Self-prioritize caseload and tasks to meet departmental OKRs and KPIs, and contribute to training, coaching, and team development.
Education
- High school diploma or equivalent (required).
- Related additional training, certifications, or coursework in trust & safety, investigations, compliance, or legal fields (preferred).
Benefits
- Remote-first role with flexible, distributed team collaboration.
- Competitive compensation within advertised ranges based on location and experience.
- Inclusive, equal-opportunity employer with reasonable accommodation processes.
- Cross-functional exposure and opportunities for professional development and skill-building.
- Participation in team-driven OKRs/KPIs and contributions to policy and process improvements.
Average salary estimate
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