Experiments Specialist

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 300000 local service businesses. If making an impact inspires you join us. Imagine what well build together.

The Experiments Team sits at the intersection of customer experience operations and product innovation working hands-on with customers and pros to test refine and help scale new service models at Thumbtack. As frontline experts the team delivers high-quality empathetic support while pressure-testing workflows uncovering friction and turning real-world insights into improvements that shape future products and services. We partner closely with Product Engineering Operations and Trust & Safety thrive in fast-moving and ambiguous environments and take pride in defining what great looks like before it becomes the standard.

Experiments Specialists are frontline experts within Thumbtacks Experiments Team directly supporting customers and pros while helping validate refine and scale new service models. Youll work across fast-moving pilot programs pressure-test workflows identify friction points and surface insights that inform operational and product decisions.

Success in this role requires exceptional adaptability strong critical thinking and a consultative customer-obsessed approach. Youll manage cases end-to-end across multiple channels (phone chat SMS and email) deliver high-quality service and help define what great looks like in emerging support experiences.

Youll be a trusted partner for users an advocate for scalable solutions and a key contributor to shaping Thumbtacks future services

• Deliver best-in-class service via phone email chat and text ensuring every interaction with Thumbtack users is empathetic thoughtful and aligned with our values.

• Master the tools and processes of each experiment quickly and apply your understanding to support users with accuracy and confidence.

• Implement and pressure test project-specific workflows and service strategies offering insight into what works and what doesnt and helping iterate on the go.

• Provide real-time feedback and data-driven recommendations to product operations and support teams to improve tools policies and user experiences.

• Collaborate cross-functionally with internal teams including Product Engineering Operations and Trust & Safety to identify challenges and opportunities.

• Balance innovation and stability by identifying issues with new workflows while proposing creative actionable solutions rooted in user needs.

• Maintain KPI excellence and contribute to achieving experiment-specific performance metrics and service goals.

• Own your learning and development staying curious proactive and adaptable in a dynamic fast-moving team.

• Participate in the incentive plan specific to the experiment and type of work assigned adapting as needed to shifting objectives and goals of each experiment

• 3 years of experience in customer support success or service-focused roles.

• Excellent written and verbal communication skills.

• Ability to work 40 hours per week including evenings weekends and holidays as needed.

• Self-motivated with a high degree of ownership accountability and a strong growth mindset.

• Passionate about experimentation service design and helping others succeed.

• Bonus points if you have technical writing or documentation experience to support the rollout of new workflows.

• Familiarity with tools like Salesforce (SFDC) Genesys spreadsheets and collaborative docs.

• Background in sales customer success or platform operations with insight into customer lifecycle challenges preferred but not required

• Experience in high-growth or experimental service environments.

Actual offered salaries will vary and will be based on various factors such as calibrated job level qualifications skills competencies and proficiency for the role.

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: .

If you are a California resident please review information regarding your rights under California privacy laws contained in Thumbtacks Privacy policy available at put as much craftsmanship into candidate safety as we do into the hiring experience itself. While scammers may try to impersonate our team well never ask you for money banking info or SSNs during hiring. Check out our blueprint on how to spot the fakes.

Required Experience:

IC