Trust & Safety Support Specialist

As a part of the Marketplace Integrity Team, you will have the opportunity to work on some of Thumbtack Support's most interesting and challenging issues.  You will work as the front-line on issues that are integral to Thumbtacks' mission and longevity by ensuring our marketplace standards and policies are upheld.  On this team, you will be part of a small tight-knit group that works on solving real and serious problems for our users. 

About you

  • You have a strong customer obsession
  • You love working and collaborating with an amazing team
  • You have a positive, happy attitude that contributes to the great Thumbtack culture
  • You take pride in your work, you’re ambitious, can navigate ambiguity, and are ready to take on any challenge
  • You’re smart, honest, patient and a great communicator, writer, and problem-solver
  • You have a “can do” attitude and you’re dedicated to helping users from problem to solution


  • Handle all Marketplace Integrity contacts involving customer concerns via phone, email, and resolution platforms
  • Be a decision maker in cases where users may be removed for not following our Community Guidelines or Terms of Use
  • Investigate disputes between users to help reach a positive outcome


  • Strong verbal communication, ability to establish a connection and trust over the phone, as well as empathize with the caller while still following MI policy and procedure
  • Strong writing skills, able to effectively respond to MI emails
  • Level-headed, does not get shaken by difficult or complex situations
  • Positive attitude, loves solving problems and is a good listener
  • Must be customer obsessed!

Nice-to-Have Qualifications

  • Experience on a Trust and Safety or Fraud Prevention team


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