Case Manager I – Remote

Thumbtack helps millions of people confidently care for their homes. Thumbtack is the one app you need to take care of and improve your home — from personalized guidance to AI tools and a best-in-class hiring experience. Every day in every county of the U.S., people turn to Thumbtack to complete urgent repairs, seasonal maintenance, and bigger improvements. We help homeowners know projects to do, when to do them, and who to hire from our growing community of 300,000 local service businesses. If making an impact inspires you, join us. Imagine what we’ll build together.

About the Trust & Safety Critical Escalations and Privacy Team: We’re a high-performing, tight-knit team of experienced professionals focused on creating a world-class experience for our pros, customers, and team. Our mission is to deliver a human-first, tailored approach to the most high-risk and sensitive matters that impact our pros and customers. Reducing risk and building trust with our users guides everything we do. We routinely partner with cross-functional teams, such as Legal, on investigations and joint initiatives that drive Trust and Safety forward on Thumbtack.

About the role: As a Case Manager, you’ll oversee Thumbtack’s most sensitive Trust and Safety concerns, ensuring they’re appropriately addressed while mitigating organizational risk. You’ll work directly with pros and customers, applying a high level of critical thinking, sound decision-making, and discretion. This role calls for someone self-driven, with meticulous attention to detail and a high degree of integrity. You’ll take on some of Thumbtack’s most interesting and challenging issues, upholding our marketplace standards and policies and helping protect the Thumbtack brand. Your work will directly shape the experience of pros and customers and help keep Thumbtack a secure and trustworthy platform.

What you’ll do:

• Independently assess information and take appropriate action on a variety of sensitive trust and safety concerns via phone and email, balancing support for our users with mitigating organizational risk.
• Oversee and execute on high-impact matters with potential financial and legal implications, including interpreting complex legal documents to inform your decisions.
• Oversee the payment and distribution of the Thumbtack Guarantee to customers.
• Manage personally identifiable information with care and discretion.
• Act as a consultant to 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 that measure our success.
• Self-prioritize your caseload to drive departmental goals, and contribute to team culture through peer collaboration, training, and coaching.

In order to be successful, you must bring:

• Experience in a related field such as Trust and Safety, Law Enforcement, Compliance, Human Resources, Legal, or another field requiring a high degree of confidentiality, discretion, and attention to detail.
• Proven ability to handle sensitive information with discretion, and to think quickly and stay calm in intense, difficult situations without direct guidance.
• Exceptional problem-solving, critical thinking, and strategic thinking skills.
• Ability to independently manage a caseload and volume across multiple systems by prioritizing your time and efforts.
• Strong communication and interpersonal skills, with the ability to tailor your message to customers, pros, internal teams, and cross-functional partners.
• A collaborative, self-driven approach, including openness to acting on constructive feedback and the ability to build expertise quickly and adapt to shifting priorities.
• High school diploma or equivalent.

Expected salary ranges: For candidates living in Ontario and British Columbia, the expected total cash compensation (base salary + variable pay, if applicable) range for this role is currently $74,800 - $96,800.

Supporting you at work and beyond: In addition to our virtual-first model, we offer:

• Paid time off: Recharge with PTO, in addition to 20 company-wide holidays each year, including a week-long end-of-year shutdown.
• Remote work stipend and reimbursements: $1,000 USD/$1,400 CAD annual stipend for professional development, self-care, office set-up and more. We also provide cell phone and Wi-Fi reimbursements.
• Support for parents and caregivers: All parents receive up to 12 weeks of paid parental leave, and birthing parents receive 8 additional weeks, for a total of 20 weeks of 100% paid parental leave (US & CAN).
• Family formation benefits: $30,000 USD/CAD lifetime max reimbursement for family planning.
• Mental health and financial coaching: 12 coaching sessions and 12 therapy sessions for yourself and your dependents. We also offer one-on-one financial guidance from a financial wellness provider.
• Thumbtack Bucks: $450 USD/CAD quarterly stipend to book a pro on Thumbtack for virtual or in-person services — anything from home care services to planning a child’s birthday party and beyond.