Bilingual (Spanish) Case Manager

Thumbtack; Ontario; Remote; CAD 50,000 - 70,000; Full time

Job summary

Thumbtack is seeking a detail-oriented Case Manager for its Trust & Safety team in Ontario. This role involves managing sensitive cases, supporting leadership, and ensuring compliance with policies. Candidates should have a background in relevant fields and advanced Spanish skills, contributing to a safer platform and enhancing user trust.

Qualifications

• Background in Trust and Safety, Law Enforcement, Compliance, HR, or Legal.
• Advanced Spanish proficiency required.
• Ability to handle sensitive information professionally.

Responsibilities

• Assess and address trust and safety concerns via phone and email.
• Serve as a consultant on escalated and sensitive issues.
• Oversee payments and distribution of the Thumbtack Guarantee.

Skills

Problem-Solving

Communication

Confidentiality

Adaptability

Education

High school diploma or equivalent

Tools

Salesforce

Job description

About the Critical Escalations & Privacy Team

We are a high-performing, tight-knit team of experienced professionals focused on creating a world-class experience for our pros, customers, and team. Our mission is to deliver a human-first, tailored approach to high-risk and sensitive matters impacting our pros and customers. We are passionate about reducing risk and building trust with our users, keeping this as our guiding principle. We routinely collaborate with cross-functional teams, such as legal, on investigations and initiatives to advance Trust and Safety at Thumbtack.

About the Role

Are you a detail-oriented, self-driven problem solver fluent in both Spanish and English? Thumbtack seeks a Case Manager for our Trust & Safety team to handle some of the platform’s most sensitive and impactful challenges.

This role is crucial as you will occasionally support the CEO and senior leadership on sensitive cases requiring sound judgment, resilience, and discretion. Be prepared to handle challenging content and situations. The role includes rotational after-hours availability for urgent matters.

This is an opportunity to influence user experience, enhance trust, and contribute to a safer platform.

Your Responsibilities

• Trust and Safety Management: Independently assess and address trust and safety concerns via phone and email, assisting users while mitigating organizational risk. Manage matters with potential financial and legal implications, utilizing your training, certifications, and experience.
• Escalation Support: Serve as a consultant to agents, managers, and executives, providing guidance on escalated and sensitive issues. Collaborate with teams like Legal to resolve complex cases.
• Policy and Compliance: Interpret legal documents and communicate company policies clearly to customers and pros. Handle sensitive data, including PII, in compliance with standards.
• Operational Excellence: Oversee payments and the distribution of the Thumbtack Guarantee. Prioritize tasks to meet departmental goals and ensure timely completion.
• Performance and Metrics: Support the creation and implementation of OKRs and KPIs to track success.
• Team Contribution and Development: Participate in rotational after-hours duties for urgent cases. Contribute to team culture through collaboration, training, coaching, and personal growth.

What You’ll Need

If you don't meet all criteria but are interested, please apply. We value enthusiasm and potential over perfect matches.

• Experience and Education: Background in Trust and Safety, Law Enforcement, Compliance, HR, Legal, or related fields requiring confidentiality. High school diploma or equivalent.
• Communication Skills: Advanced Spanish proficiency, with effective communication skills across diverse audiences.
• Problem-Solving and Adaptability: Strong problem-solving skills, quick learning, and flexibility in shifting priorities.
• Confidentiality and Task Management: Ability to handle sensitive information professionally and manage multiple cases efficiently.

Bonus Points

• Previous Trust and Safety or Legal experience.
• Proficiency in Salesforce.
• Experience with online marketplaces.

Thumbtack is a virtual-first company, allowing you to work from any approved location in the US, Canada, or the Philippines. Learn more about our virtual work model here.