Risk Analyst

Job Description

Have you ever tried to hire a plumber? How about a house cleaner? If you have, chances are it took you way longer than it should. In the era of instant-everything, it’s crazy that you still have to waste an entire afternoon researching, calling and vetting local service professionals whenever you need one. The market for hiring them is huge — $1 trillion in the US alone — but the process is inefficient and largely offline.

Thumbtack is transforming this experience end-to-end, building a marketplace that matches millions of people with local pros for almost any project. In making these connections, not only do our customers get more done every day, our pros are able to grow their businesses and make a living doing what they’re great at.

About the Marketplace Trust & Safety Team

The Marketplace Trust & Safety Team works on some of Thumbtack’s most interesting and challenging issues. We pride ourselves on providing a safe, high-quality experience for Thumbtack pros and their customers. Our team leverages technical, design, and operational solutions to promote trust on Thumbtack. We are developing cutting-edge strategies to mitigate risks to our users both online and in the real world. Thumbtack’s success is dependent on gaining and maintaining the trust of the customers and professionals that use the platform.

About the Role

As a Risk Analyst, you will be solely responsible for handling incoming escalated cases to promote trust on Thumbtack. You will work cross-functionally to create and advise product feature and policy development, as well as manage operational processes.

You’ll be a part of the team that seeks to provide a uniform excellent experience to our users and will participate in the thinking on a range of important and complex issues in today’s evolving marketplace.

About You

• You take ownership for the work you do and stand behind its quality
• You’re always analyzing results and actively pushing new initiatives to drive growth and innovation
• You’re outgoing, friendly, and connect easily with a diverse range of people
• You effectively work with a team of cross-functional stakeholders (trust and safety colleagues across three locations and customer support) to achieve results
• You are resourceful and do what it takes to get alignment and resources

Responsibilities

• Support the Marketplace Trust & Safety Team to improve the safety and quality of the Thumbtack experience for both professionals and customers.
• Respond to questions about Trust & Safety concerns for professionals and customers in a timely manner.
• Analyze situation and correct as needed in accordance to policy and guidelines.
• Balance multiple responsibilities at the same time.
• Demonstrate strong written and verbal communication skills.
• Self prioritize activities and tasks based on importance to drive completion of department goals.
• Contribute to our team and company culture through peer collaboration, training, coaching and personal development.
• Maintain service, quality and timeliness standards.
• Perform other duties as needed and directed by direct manager.

Must-Have Qualifications

If you don't think you meet all of the criteria below but still are interested in the job, please apply. Nobody checks every box, and we're looking for someone excited to join the team.

• Ability to communicate clearly, verbally and in writing, to relevant stakeholders
• Experience using Microsoft Office and/or Google Sheets
• Experience with analytical, problem-solving, and strategic thinking skills
• Excellent decision making skills to determine the best possible solution
• Strong cross-functional teamwork.

Nice-to-Have Qualifications

• Experience or basic knowledge in using SQL or other query languages
• Experience in utilizing Tableau and Tableau Server
• Previous experience in one of the following fields: customer service, payments, fraud, risk, consulting, data analysis, or operations.
• Project management experience.

More about Thumbtack

Thumbtack is the destination for getting things done - from house remodeling to event planning to music lessons and more. Each year, more than 200,000 professionals across the country service a growing 5 million Thumbtack projects in almost 1,100+ unique categories. Founded in 2009 and headquartered in San Francisco, Thumbtack has raised more than $275 million from Sequoia Capital, Tiger Global Management, Javelin Investment Partners, Baillie Gifford, and CapitalG.

• Learn more about our culture, benefits, and perks
• Follow Thumbtack on LinkedIn

Thumbtack embraces diversity. We are proud to be an equal opportunity workplace and do not discriminate on the basis of sex, race, color, age, sexual orientation, gender identity, religion, national origin, citizenship, marital status, veteran status, or disability status.