At Thumbtack, our values are our compass. We asked Thumbtack marketplace trust and safety manager Jody Kershaw to explain which of Thumbtack’s four core values she most embodies in her everyday work. Her answer: #KnowOurCustomers
“Marketplace trust and safety believes in creating a safe community for all of Thumbtack’s customers. Sometimes projects go wrong—we’ve all been there. Advocating for our customers when they do takes empathy; we choose to #knowourcustomers. We can’t begin to rebuild a customer’s trust until we’ve made it clear that we understand what they’re going through and care about making things right.
As a team, we feel rewarded when customers share their experience with MTS as supportive and understanding. Our mission is to work hard to keep things from going wrong. And in the rare event that they do, we work just as hard to make things right.”