We're the technology leader building the modern home management platform. Today, millions of people use Thumbtack to effortlessly manage their homes. We help them confidently know what to do, when to do it and who to hire.

Our goal is simple: to be the only platform homeowners need to fix, maintain and improve their homes. As a long-term partner for homeowners, our promise is to turn what was once confusing and intimidating into something straightforward ?" and a lot less stressful.

At Thumbtack, we're not just creating a new era of homeownership. We're supporting local economies and building stronger communities. Each day, we connect local professionals across America with busy homeowners so they can grow their businesses.

Thumbtack is for everyone. Our customers and pros come from all walks of life and every county in the country. We want our team to reflect that. If you come from an underrepresented background in tech, we strongly encourage you to apply.

Our North Star is bright and our ambitions are big. We've been at this for over a decade, but the way we see it: we're just getting started.

Thumbtack by the Numbers

Available in all 3,143 U.S. counties.
Nearly 4.5 million customers in the last 12 months
Hundreds of thousands of local professionals on our platform
65 million projects started on Thumbtack
Over 7 million 5-star reviews left for stellar pros

About the Service & Support Team

Today, millions of customers use Thumbtack to find and hire small businesses across the US. With a Great Place to Work 2021 Certification, Thumbtack is a highly dynamic product that builds local economies and stronger communities. As a Service & Support Team, one of the key factor for our ongoing success is #CustomerObsession.

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 business. Service specialists are responsible for managing the user journey by providing the best solution for each individual- both pro and customer. To be successful, it's important that our specialists prioritize the most important work first in order to navigate our fast-paced service environment.

About the Role

We are looking for customer-obsessed team members who are engaged, innovative, and reliable. As a frontline advocate, you will partner with our pros and customers from start to finish to resolve their concerns. Through handling inbound requests, you will help our users navigate the challenges of account changes, profile updates, billing inquiries, website and app assistance and retention while ensuring a high quality, low effort experience. We will train you on the value of Thumbtack and provide you with technical troubleshooting basics. Our training goal is to empower you to help professionals build successful businesses and assist customers to complete the projects central to their lives.

The Customer Success 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 Service & Support. Conflict resolution and negotiation skills are a must as you actively listen and offer unique and innovative solutions. You are the voice of Thumbtack on the front lines! By addressing their concerns correctly and accurately, you will help set our professionals up for success.

Responsibilities

Partner with our pros and customers by listening to their needs and providing the best solutions- you are the expert!
Maintain excellent knowledge of Thumbtack's products and services after completing our training and onboarding program
Participate in 30-40 inbound requests daily with our users to determine the best solution to get jobs done and grow small business.
Demonstrate an obsession for our customers and pros through constantly focusing on solutions to their problems- we're here to help!
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!
Make independent and insightful decisions while complying with company procedures, guidelines and policies.
Maintain high performance metrics including quality, adherence, resolution rate, efficiency and customer satisfaction.
Continuously look for areas of improvement in your performance, processes, tools and the overall platform.
Take initiative in resolving high wait times while not sacrificing a great customer experience.
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.
Actively demonstrate and uphold the values of Thumbtack

Must-Have Qualifications

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.

3+ years experience in a customer service driven role- BPO, shared services, related industry
Experience working in a multi-channel (omni) environment- voice experience is a must!
Mature, self-motivated and detail oriented individual
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
Excellent critical thinking and analytical skills that can be used towards effective problem-solving and resolution
Expert de-escalation and conflict resolution skills
Adaptability and resilience for handling difficult interactions and frequent change
Willingness to work all shifts including daytime, mid-day and graveyard shifts. Must be available to work weekend days and some holidays.
Willingness to participate in overtime in case of increased volumes or reduced staffing.
Experience and comfortability navigating multiple systems including an ability to get up to speed quickly

Nice-to-Have Qualifications

Experience handling escalated customer contacts to identify a mutually beneficial solution
Spanish language skills - written and verbal

More About Us

Thumbtack is a technology leader building the modern home management platform. Through the Thumbtack app, homeowners can effortlessly manage their homes ?" confidently knowing what to do, when to do it, and who to hire. Bringing the $500 billion home services industry online, Thumbtack empowers millions of homeowners to fix, maintain, and improve their most valuable asset.

Founded in 2008, Thumbtack is backed by over $500 million in funding from folks that include Sequoia Capital, CapitalG, Tiger Global Management, Javelin Investment Partners, Baillie Gifford.

Thumbtack is a virtual-first company, meaning you can live and work from any one of our approved locations across the United States, Ontario or the Philippines. When it is safe to gather, we will begin to host in-person events on a regular basis. Remote employees will be expected to travel occasionally for these events to a Thumbtack library or offsite team-building location. In cities with 5+ employees, we are establishing local communities, where employees can gather for local events. Additionally, employees in the San Francisco, Salt Lake City, Toronto and Manila areas will have opt-in access to communal workspace at one of our Thumbtack libraries. We always prioritize the health and safety of our employees. Currently, participation in these events and Thumbtack library use are optional. Both require employees to be fully vaccinated.

#LI-Remote

Thumbtack embraces diversity. We are proud to be an equal opportunity workplace and do not discriminate on the basis of sex, race, color, age, sexual orientation, gender identity, religion, national origin, citizenship, marital status, veteran status, or disability status. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Summary
Company name: Thumbtack
Remote job title: Customer Support Specialist
Job tags: Shared Services, Conflict Resolution, Escalation