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Service Manager (Spanish Speaking)

Remote, Philippines
Management

About the Service Team

The Thumbtack Service 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.

About the Role

The Spanish Customer Service Manager will be heading a team of Customer Service Specialists responsible for ensuring that all Spanish speaking professionals get best-in-class support whenever they contact Thumbtack Service  by addressing their concerns correctly and accurately. A Spanish Customer Service Manager's main responsibilities are ensuring that the team runs smoothly, KPIs and individual targets are met, team members are engaged and live up to our Thumbtack values, company policies are implemented, and continuous improvement of operations and processes are ensured. By effectively managing and leading the team, you help ensure that Thumbtack pros and customers are set up for success.

Responsibilities

  • People Management
    • Performance & Development
      • Hold regular coaching sessions, huddles, calibrations, and team meetings
      • Manage, coach, and mentor your team to handle contacts correctly and efficiently. Handle escalated cases as necessary. 
      • Create and facilitate a customized development plan for every team member to enable them to achieve their full potential
      • Complete specialist scorecards and provide regular feedback to them
      • Address any performance issues
    • Culture & Ways of Work
      • Communication
        • Communicate and cascade timely and concisely all the updates, company policies, events, programs, and all other information that are relevant to the team members
        • Make the team always updated on the company policies and implement them fairly, objectively, and consistently
        • Provide feedback and hold employee conversations when necessary
        • Manage conflict and maintain strong teamwork, respect, and trust among members
      • Engagement
        • Be an ambassador and live up to Thumbtack values
        • Foster high morale, engagement, and camaraderie within the team
        • Nurture a psychologically safe environment and culture of proactively surfacing findings, giving suggestions, and speaking up ideas
    • Administrative
      • Create, coordinate and deliver performance reviews and compensation conversations for every team member 
      • Ensure compliance to and completion of coaching documents for team members.
      • Ensure timekeeping details of your team are accurate and updated
  • Operations Management
    • Manage the day-to-day operations: 
      • Set team members’ expectations, monitor, and support them to meet their KPIs and other operational metrics; coach team members when needed
      • Provide constant support to the specialists, including handling of escalations or edge cases
      • Report and manage any technical issues encountered by the team affecting their work
      • Manage the staffing when necessary
      • Work with the relevant cross-functional teams when needed to ensure smooth operations
      • Monitor and report unusual trends and anything that could affect the operations
    • Continuous improvement
      • Find ways and means to improve KPIs, guidelines, and processes
      • Write, manage, improve and update task guidelines and SOPs
      • Look at trends and surface insights that could minimize/eliminate risks on or improve the operations
    • Work on weekly reports and other related reports.
    • Function as a Business Continuity Plan (BCP) Committee member to ensure readiness and proper execution of BCP
    • Other responsibilities:
      • Participate and contribute to the quarterly team planning sessions
      • Participate and contribute to the team policies and to the new initiatives created/built by the management group of TPH
      • Participate in interviewing candidates during Customer Service Specialist hiring
      • Participate in improving and facilitating operational processes and infrastructure (e.g. onboarding process improvement and facilitation, dashboard and report improvements, etc.)
      • Accept and effectively manage new projects for the Customer Service team or TPH
  • Stakeholder Management
    • Build and maintain stakeholder relationships both onshore and offshore on a daily basis
    • Work with the partners from San Francisco, Salt Lake, and Toronto offices to improve policies and processes
    • Present weekly metrics in global meetings and provide operational and business insights
    • Work cross-collaboratively with enablement teams from the Philippines (Training, QA, Workforce Management, Analytics, HR) 

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.

  • At least 4 years of professional experience in the BPO, shared services, or similar industry, 3 years of which have been spent in a leadership capacity/level
  • Strong preference for those with the following experience: 
    • Working and managing both voice account and non-voice account that handles SMS, Chat, and Email contacts
    • Previous experience in handling a team with sales and customer service focus metrics - CSAT, Sales, AHT, and Quality
    • Working on operations or projects that involve supporting and resolving issues in online marketplaces, communities, e-commerce, and or consumer/app products
  • Ability to communicate effectively in English and Spanish
  • Willingness to work during the graveyard shift, holidays, weekends, and rotating rest days 
  • Comfortable working in a fast-paced tech startup environment

Bonus points if you have

  • Experience using Salesforce and Teleopti is preferred but not required
  • Experience in project management
  • Background and/or training in process improvement methodologies such as Lean or Six Sigma
  • Background and/or training in COPC

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

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