Case Manager II – Trust & Safety

This is a fully remote position, open to applicants in United States, +38 more locations.

📋 Description

• Conduct assessments and respond to sensitive Trust and Safety issues via phone and email, balancing user support with the mitigation of organizational risks.

• Manage and execute significant matters that may have financial and legal ramifications, including the interpretation of intricate legal documents.

• Supervise the payment and distribution of the Thumbtack Guarantee to clients.

• Handle personally identifiable information with utmost care and discretion.

• Consult with fellow agents and managers regarding escalated and sensitive issues, and communicate company policies and guidelines to users.

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

• Assist in the development and implementation of OKRs and KPIs to measure success.

• Prioritize personal caseload effectively to support departmental objectives.

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

⛳️ Requirements

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

• Demonstrated capability to manage sensitive information discreetly and to remain calm and think quickly in high-pressure situations without direct supervision.

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

• Capacity to independently handle a caseload and manage volume across various systems by effectively prioritizing tasks.

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

• Collaborative and self-motivated approach, receptiveness to constructive feedback, and agility in building expertise and adapting to changing priorities.

• High school diploma or equivalent qualification.

• Eligibility to work from a supported location within the United States, Ontario or British Columbia, Canada, or the Philippines.

• Must specify if employment visa sponsorship is required.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health, dental, and vision insurance.

• Opportunities for professional development and career advancement.

• Flexible work arrangements and a supportive work environment.