This is a fully remote position, open to applicants in Canada, +2 more countries.

📋 Description

• Assess sensitive trust and safety issues independently and take appropriate actions via phone and email.

• Manage and execute high-stakes matters that may have financial and legal ramifications, including the interpretation of complex legal documents.

• Supervise the payment and distribution process of the Thumbtack Guarantee to customers.

• Handle personally identifiable information with utmost care and discretion.

• Provide guidance to agents and managers on escalated and sensitive matters, while effectively communicating company policies and guidelines to users.

• Collaborate with Legal and other cross-functional teams on shared projects and initiatives.

• Assist in the creation and execution of OKRs and KPIs.

• Prioritize your caseload effectively to meet departmental objectives.

• Enhance team culture through peer collaboration, training, and mentoring.

⛳️ Requirements

• Experience in a relevant field such as Trust and Safety, Law Enforcement, Compliance, Human Resources, Legal, or another domain requiring a high level of confidentiality, discretion, and attention to detail.

• Demonstrated ability to manage sensitive information discreetly and to maintain composure in intense and challenging situations without direct supervision.

• Strong problem-solving, critical thinking, and strategic thinking abilities.

• Capability to independently manage a caseload and workload across multiple systems by effectively prioritizing time and efforts.

• Excellent communication and interpersonal skills, with the ability to customize messages for customers, professionals, internal teams, and cross-functional partners.

• A collaborative, self-motivated mindset, openness to constructive feedback, and the ability to rapidly build expertise and adapt to changing priorities.

• High school diploma or equivalent.