Manager, Evidence Synthesis
EVERSANA
Case Manager – Critical Escalations, Trust and Safety
Thumbtack
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇨🇦 Canada
Visit company websiteJob 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
- Thumbtack embraces diversity. We are proud to be an equal opportunity workplace and do not discriminate on the basis of sex, race, color, age, pregnancy, sexual orientation, gender identity or expression, religion, national origin, ancestry, citizenship, marital status, military or veteran status, genetic information, disability status, or any other characteristic protected by federal, provincial, state, or local law. We also will consider for employment qualified applicants with arrest and conviction records, consistent with applicable law.
- Thumbtack is committed to working with and providing reasonable accommodation to individuals with disabilities. If you would like to request a reasonable accommodation for a medical condition or disability during any part of the application process, please contact: recruitingops@thumbtack.com.
- If you are a California resident, please review information regarding your rights under California privacy laws contained in Thumbtack’s Privacy policy available at https://www.thumbtack.com/privacy/.
- We put as much craftsmanship into candidate safety as we do into the hiring experience itself. While scammers may try to impersonate our team, we’ll never ask you for money, banking info, or SSNs during hiring. Check out our blueprint on how to spot the fakes.
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
