Customer Service Advocate (Multi-Channel Support)

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 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 its important that our advocates prioritize the most important work first in order to navigate our fast-paced service environment.

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.

• Maintain excellent knowledge of Thumbtacks 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

• Customer-obsessed with an understanding of what it takes to provide a great experience

• 2 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.

• 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

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: .

For information about how Thumbtack collects uses and shares personal information about job applicants please see our Job Applicant Privacy Policy.

We 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.