Manager, Product Quality Control Assurance
Global Partners LP
Case Manager – Critical Escalations, Trust and Safety
Thumbtack
full-time
Posted on:
Location Type: Remote
Location: Remote • California, Massachusetts, New Jersey, New York, Texas, Washington • 🇺🇸 United States
Visit company websiteSalary
💰 $64,800 - $98,700 per year
Job Level
Mid-LevelSenior
About the role
- Independently assess information and recommend appropriate actions on a variety of trust and safety concerns via phone and email, with a focus on assisting our users while mitigating organizational risk.
- The ability to think quickly during intense and difficult situations without direct guidance from management.
- Through your additional training and experience (ex., prior employment or certifications), you will oversee and execute on matters that have a high impact on the organization with potential financial and legal implications.
- Oversee the payment and distribution of the Thumbtack Guarantee to consumers.
- Management of personally identifiable information.
- Ability to interpret and base decisions on complex legal documents.
- Act as a consultant to other agents and managers seeking guidance on dealing with escalated and sensitive concerns.
- Collaborate on shared initiatives with cross-functional teams (such as legal)
- Ability to interpret and effectively communicate company policies and guidelines to customers.
- Self-prioritize activities and tasks based on importance to drive completion of departmental goals.
- Contribute to our team and company culture through peer collaboration, training, coaching and personal development.
- Assist with the creation and execution of OKR’s and KPI’s to measure our success.
Requirements
- Experience in a related field such as Trust and Safety, Law Enforcement, Compliance, Human Resources, Legal, or other fields requiring a high degree of confidentiality, discretion, and meticulous attention to detail.
- Proven ability to handle sensitive information with discretion, exceptional problem-solving and strategic thinking skills
- Collaborative and the ability to remain calm under pressure
- Ability and openness to receiving and acting on constructive feedback.
- Ability to independently manage a caseload and volume across multiple systems by managing and prioritizing your time and efforts
- A dedicated team player with a strong desire for learning, self-driven, resilient, and possessing critical thinking skills for effective problem-solving
- Demonstrated communication and interpersonal competence, enabling you to appropriately communicate with various audiences such as customers, pros, internal teams, and cross-functional partners
- High School diploma or equivalent
- Proven ability to build expertise quickly, absorb details, and adapt to shifting priorities.
Benefits
- Health insurance
- 401(k) matching
- Flexible work hours
- Paid time off
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Soft skills
problem-solvingstrategic thinkingcollaborationcalm under pressuretime managementcritical thinkingcommunicationinterpersonal competenceself-drivenresilience
Certifications
High School diploma or equivalent
