Thumbtack helps millions of people confidently care for their homes.
Thumbtack is the one app you need to take care of and improve your home from personalized guidance to AI tools and a best-in-class hiring experience. Every day in every county of the U.S., people turn to Thumbtack to complete urgent repairs, seasonal maintenance and bigger improvements. We help homeowners know which projects to do, when to do them and who to hire from our growing community of 300,000 local service businesses. If making an impact inspires you, join us. Imagine what we'll build together.
About the Service Operations Team
The Thumbtack Service Operations Team brings the Thumbtack mission to life! We focus on providing a great experience to our users by building customer loyalty and helping professionals grow their business. Service Advocates are 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 Email, Refund, Chat, SMS, and 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 Service Advocate creates 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.
What you'll do
- 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
- 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 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
In order to be successful, you must bring
- Customer-obsessed with an understanding of what it takes to provide a great experience
- 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 experience is a must! Excellent English verbal and written communication skills
- Expert de-escalation and conflict resolution skills
- Adaptability and resilience for handling complex 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.
- Adaptability and resilience for handling complex interactions and frequent change
- 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, phone, chat, etc.) and getting up to speed quickly with our online tools
