Trust and Safety Incident Operations Specialist
Skills
- Advanced customer support and case management
- Skilled mediation and dispute resolution
- Strong written and verbal communication
- Analytical problem solving and strategic thinking
- Familiarity with payment processes and operational workflows
- Ability to handle sensitive issues with discretion and resilience
Responsibilities
- Assess and resolve trust & safety incidents via phone and email, balancing user care and organizational risk
- Oversee payment/distribution of the Thumbtack Guarantee and handle matters with financial or legal implications
- Identify trends and recurring issues to improve the customer journey and operational processes
- Execute against team OKRs/KPIs and meet personal performance metrics
- Collaborate with cross-functional teams to coordinate escalations and remediation
- Prioritize and own a variety of projects with initiative and accountability
- Make independent decisions while seeking guidance when appropriate
Education
- No specific degree required; relevant experience in advanced customer support, incident response, or case management is required
- Formal training or coursework in conflict resolution, mediation, or related fields is a plus
Benefits
- Remote-first role (United States)
- Salary varies by location and is communicated transparently
- Equal opportunity employer with accommodations for applicants with disabilities
- Opportunity to make a measurable impact on platform safety and customer experience
- Supportive cross-functional collaboration and professional growth opportunities
Average salary estimate
If an employer mentions a salary or salary range on their job, we display it as an "Employer Estimate". If a job has no salary data, Rise displays an estimate if available.
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