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.

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.

Thumbtack embraces diversity and is an equal opportunity workplace
Thumbtack is committed to working with and providing reasonable accommodation to individuals with disabilities
Candidate safety is prioritized during the hiring process

Senior Trust & Safety Specialist – Incident Operations

Key skills