A home is the biggest investment most people make, and yet, it doesn't come with a manual. That's why we're building the only app homeowners need to effortlessly manage their homes - knowing what to do, when to do it, and who to hire. With Thumbtack, millions of people care for what matters most, and pros earn billions of dollars through our platform. And as one of the fastest-growing companies in a $600B+ industry - we must be doing something right.

We are driven by a common goal and the deep satisfaction that comes from knowing our work supports local economies, helps small businesses grow, and brings homeowners peace of mind. We're seeking people who continually put our purpose first: advocating for pros and customers, embracing change, and choosing teamwork every day.

At Thumbtack, we're creating a new era of home care. If making an impact and the chance to do good inspires you, join us. Imagine what we'll build together.

Thumbtack by the Numbers

Available nationwide in all 3,143 U.S. counties
75 million projects started on Thumbtack
4 million customers in the last 12 months
Pros earn billions on our platform
More than 9 million 5-star reviews for our stellar pros
1000+ employees and $3.2 billion valuation (June, 2021)

About the Back-Office Team

The Back Office team is responsible for managing the back-end operations of Thumbtack Support. We focus in providing great experience to our users through consistent, quality and efficient Email and Refund support.

About the Role

The Support Specialists 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 Support Operations 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
Obsess over customers and professionals by constantly focusing on solutions and guiding professionals to maximize their engagement and experience with Thumbtack
Demonstrate accountability by meeting/exceeding monthly productivity, quality, customer satisfaction, and resolution rate targets and finding ways to improve KPIs, guidelines, and processes
Maintain a deep understanding of the Thumbtack refund and email policies and keep abreast of recent changes and new additions to the policy in order to process refund and email tickets effectively
Contribute as a team member by engaging 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.

Customer obsessed with an understanding of what it takes to provide a great experience
Experience handling customer support through non-voice channels (email, chat, SMS or OMNI)
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 various Customer Support channels such as phone, chat, SMS and email
Excellent critical and analytical thinking skills or the ability to assimilate a variety of information and make logical/consistent decisions
Comfortable navigating multiple systems (email, knowledge base, chat etc.) and getting up to speed quickly with our online tools

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

Benefits & Perks

Virtual-first working model coupled with quarterly in-person events and Camp Thumbtack
20+ company-wide holidays including two week-long shutdowns
Libraries (collaborative workspaces) in San Francisco, Toronto, and Manila
Stipends for remote work support, home office set-up and Thumbtack services
Cell phone and WiFi reimbursements
Subscriptions and Employee Assistance Program for mental health and well-being

Learn More About Us

Thumbtack embraces diversity. We are proud to be an equal opportunity workplace and do not discriminate on the basis of sex, race, color, age, pregnancy, sexual orientation, gender identity or expression, religion, national origin, ancestry, citizenship, marital status, military or veteran status, genetic information, disability status, or any other characteristic protected by federal, provincial, state, or local law. We also will consider for employment qualified applicants with arrest and conviction records, consistent with applicable law.

Thumbtack is committed to working with and providing reasonable accommodation to individuals with disabilities. If you would like to request a reasonable accommodation for a medical condition or disability during any part of the application process, please contact: recruitingops@thumbtack.com.

If you are a California resident, please review information regarding your rights under California privacy laws contained in Thumbtack's Privacy policy available at https://www.thumbtack.com/privacy/ .

Summary
Company name: Thumbtack
Remote job title: Back-Office Support Specialist
Job tags: Team Leadership, Back Office, KPI Dashboards