A marketplace that allows people to find, vet, and book local services.
Thumbtack is a local services marketplace that connects customers with the right professionals for anything they need done. Every day we rally around the impact Thumbtack has on people’s lives — helping people plan their perfect wedding, families improve their homes, and small businesses grow and thrive. Thumbtack today has 1,100+ types of services, millions of customer requests, and hundreds of thousands of paying professionals. Join our growing team in the quest to build THE destination for anything you need done.
About the Proactive Team
The Trust & Safety Proactive team leverages technical, design, and operational solutions to promote trust on the Thumbtack platform. 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 pros that use the platform.
About the Role
As a Risk Analyst, you will proactively identify and analyze threat, bad actor, and fraud trends on Thumbtack, and provide risk mitigation recommendations to the broader Marketplace Trust and Safety Team. You will also create and automate the processes that protect our marketplace and you’ll contribute to our greater team data culture by sharing your learnings, partnering with others, and building new capabilities to empower data-driven decisions. You will be obsessed with trying to prevent negative experiences before they happen, and when they do happen, learn from them to improve in the future. This will require creativity, collaboration, and a lot of drive. You’ll be expected to quickly build technical and content expertise about our platform, as well as the touch-points through which the operations teams interact with our pros and customers.
Perform complex data analysis to derive insights from our platform.
Collaborate cross-functionally with Customer Service, Engineering, Operations, and Product teams to increase automation, update policies, fix product loopholes and provide a better online experience for our users.
Enhance our operational workflows via process improvements and identify automation opportunities.
Effectively work with a small team of peers focused on mutual support to complete projects.
Quickly and appropriately respond to escalated situations to mitigate any negative impact to Thumbtack users.
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.
1+ years complex SQL experience
Experience With Excel and/or Google Sheets knowledge
BA/BS degree, preferably in Economics, Statistics, Math, Computer Science or equivalent experience
Exceptional analytical, problem-solving, and strategic thinking skills
Excellent decision making skills with the ability to process large amounts of data to determine the best possible solution
Strong verbal and written communication skills
Ability to work in a self-directed manner and report back
The ability to break down a concept to it’s core and think critically about solutions
Creative - Think outside the box for creative and innovative solutions.
#GO - Internally driven and motivated individual willing to push themselves to complete organization goals
Ability and openness to receiving and acting on constructive feedback
Passion for your own learning journey and for inspiring others similarly
Previous Trust and Safety or Customer Service Experience
Strong operational experience. Able to create a complex process and teach others how to run it.
Good presentation design and delivery skills
Double bonus for Salesforce development experience
Project Management Experience
More About Us
Thumbtack is a local services marketplace that connects customers who need to get things done with local, skilled professionals who can help. From plumbers and painters to DJs and personal trainers, Thumbtack helps millions of customers find the right professional for their project in 1,000 unique categories. Founded in 2009 and headquartered in San Francisco, Thumbtack is backed by over $250 million in investment from Sequoia Capital, CapitalG, Tiger Global Management, Javelin Investment Partners and Baillie Gifford.