Trust & Safety Senior Specialist - Incident Operations

About the Trust and Safety (Incidents) team

We are a high-performing, thoughtful team dedicated to addressing urgent and complex issues with care, while safeguarding the Thumbtack brand. Our mission is to collaborate and coordinate effectively on escalated customer and pro reports, ensuring a safe, seamless, and high-quality experience for all. By partnering closely with cross-functional teams, we continually identify opportunities to elevate the customer journey and strengthen Thumbtack’s vision. On this team, you will be part of a tight-knit, collaborative group that works on solving real and serious problems for our users. 

About the Role

As a Trust and Safety Incident Operations Specialist, you will be the utmost partner to our customers and pros. Your goal is to fully understand the concerns brought to our attention and act diligently to reach an agreed upon outcome. You will need to be prepared to handle challenging situations that require sound judgement, resilience, and discretion. This is your opportunity to positively impact the user experience, strengthen trust in our brand and help build a safer and more successful platform.

What you'll do

• Manage high-stakes Trust and Safety reports from our customers and pros via phone, email, and internal platforms, ensuring timely and fair resolutions.
• Conduct thorough investigations into user disputes, facilitating mediation between pros and customers to reach the best possible outcome for both parties.
• Collaborate with internal teams (such as Legal, Payments, and Product) to investigate complex escalations and deliver clear, policy-backed resolutions.
• Act as a final decision-maker on account-level sanctions, including the removal of users who violate Thumbtack’s Community Guidelines, Policies, or Terms of Use.

In order to be successful, you must bring

• 3+ years of experience in Trust & Safety, incident management, fraud prevention, escalations, or advanced customer support within a fast-paced tech marketplace or platform environment. Experience handling high-risk, sensitive, or legally complex cases is strongly preferred.
• Proficiency with support and investigation tools such as Zendesk (or similar ticketing systems), Salesforce, Looker, internal case management platforms, and collaboration tools like Slack and Google Workspace. Experience working with payment systems or risk signals is a plus.
• Experience in two-sided marketplaces, gig economy platforms, fintech, or other high-volume consumer tech environments, with a strong understanding of policy enforcement, account sanctions, and risk mitigation.
• Availability to work U.S. business hours (including evenings, weekends, or holidays as needed) and the flexibility to respond to time-sensitive, high-stakes incidents that impact customers, pros, or the Thumbtack brand.