About the Service & Support Team
The Thumbtack Service & Support Team brings the Thumbtack mission to life! We focus on providing a great experience to our users through building customer loyalty and helping professionals grow their businesses. Our team is responsible for managing the user journey by providing the best solution for each individual - both pro and customer. We focus on providing a great experience to our users through consistent, quality, and efficient voice and non-voice support. To be successful, it’s important that our advocates prioritize the most important work first in order to navigate our fast-paced service environment.
About the Role
The Premier Service Advocates create user experiences that are simple, valuable, and inspired. They are responsible for making sure that all professionals get best-in-class support whenever they contact Thumbtack Service & Support by addressing their concerns correctly and accurately, you will help set our professionals up for success.
Responsibilities
- Maintain excellent knowledge of Thumbtack’s products and services after completing our training and onboarding program.
- Participate in 30-40 inbound requests through the different channels (phone, chat, SMS, and email) daily with our users to determine the best solution to get jobs done and grow small businesses
- Troubleshoot and resolve user inquiries with effective problem-solving skills, while building a relationship with the user and providing accurate and complete information. Always go the extra mile to engage our users!
- Maintain high-performance metrics including quality, adherence, resolution rate, efficiency, customer satisfaction, and net promoter score
- Engage and contribute as a member of the team through your active participation in coaching sessions, team meetings, team building activities, and other team and company events
What you’ll need
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.
- 1+ year experience in a customer service-driven role- BPO, shared services, related industry
- Experience working in a multi-channel (Voice, Chat, Email) environment. Voice and non-voice experience are required!
- Customer obsessed with an understanding of what it takes to provide a great experience
- Ability to succeed in a fast-paced, tech start-up environment
- Excellent English verbal and written communication skills
- Expert de-escalation and conflict resolution skills
- Adaptability and resilience for handling difficult interactions and frequent change
Bonus points if you have
- Experience handling escalated customer contacts to identify a mutually beneficial solution
- Sales experience
- Support Operations background (Supervisor, QA Analyst, Trainer, SME, etc).
Thumbtack is a virtual-first company, meaning you can live and work from any one of our approved locations across the United States, Canada or the Philippines.* Learn more about our virtual-first working model here. #LI-Remote
