Marketplace Trust & Safety Manager

Thumbtack was created with the belief that hiring a plumber should be as easy as buying a book online. By making the local hiring process simpler, faster, and more reliable than it's ever been, we're inspiring our customers to do more every day while empowering pros to do the work they do best.

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 small tight-knit group that works on solving real and serious problems for our users.

About you:

• You have a strong customer obsession
• You care about your team and love coaching people to help them reach their full potential
• You have a background in writing, communication, and problem-solving
• You have a positive, happy attitude that contributes to the great Thumbtack culture
• You take pride in your work, you’re ambitious, can navigate ambiguity, and are ready to take on any challenge
• You’re smart, honest, patient and a great communicator
• You have a “can do” attitude and you’re dedicated to helping users from problem to solution

Responsibilities:

• Lead a team of specialists to be the frontline in providing incredible support to customers with trust and safety concerns
• Coach and develop your team to investigate disputes between users to help reach a positive outcome
• Create/lead Trust & Safety projects essential to the success of the team and the integrity of the Thumbtack marketplace
• Manage and mentor your team to develop their leadership abilities
• Be a decision maker in cases where users may be removed for not following our Community Guidelines or Terms of Use
• Growing the Trust & Safety team as we continue to scale the organization
• Build and lead the team to set the standard in customer support and service in some of the most sensitive situations

Requirements:

• 3+ Years in a leading role (please do not apply if you do not have leadership experience)
• Trust & Safety or Fraud Experience
• Customer obsessed – you will know our product and our users so well that you really understand how to create an exceptional customer experience through your team
• Amazing coaching abilities - your past team members want to follow you because you inspire and teach them to be better.
• Business acumen - ability to analyze data, build a business case, and design operational experiments
• Strong problem solving skills and a natural talent for process improvement
• Is confident in their good judgement and decision making abilities
• Excellent verbal and written communication skills
• Ability to efficiently communicate with teams off-site

Bonus Points for:

• Legal knowledge/experience