Premier Support Advocate, Bilingual (Spanish-English)

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.

Were a tight-knit team of support advocates working closely with our Spanish customer and pro community to help drive their success. Spanish support is dedicated to providing the highest quality of customer service delivering it with a sense of warmth friendliness individual pride and an emphasis on the Thumbtack Values. The spanish support team provides a white glove experience to our Spanish-speaking community of professionals and customers. Our mission is to not only to address a language need but to provide support with cultural needs.

As a Premier Support Advocate on our Spanish support team you bring our Thumbtack mission to life! This is a US remote individual contributor role reporting directly to a Team Manager on our Spanish team. By handling inbound requests in Spanish through our users different channels (phone chat SMS and email) you navigate the challenges of account changes profile updates billing inquiries website and app assistance and retention while ensuring a high-quality high-quality low-effort experience for the caller. Our best customer support representatives are enthusiastic individuals who thrive in a fast-paced environment that balances technology and human empathy to build customer trust and loyalty. Conflict resolution and negotiation skills are a must as you actively listen to our callers concerns to offer a unique and innovative solution to each problem or complaint that comes your way. You are the voice of Thumbtack on the front lines!

• Partner with our Spanish pros and customers by listening to their needs and providing the best solutions - youre the expert!

• Maintain excellent knowledge of Thumbtacks products and services

• Participate in 30-40 Phone SMS or Chat consultations a day with our Spanish users to determine the best solution to get jobs done and grow small businesses

• Troubleshoot and resolve customer inquiries with effective problem-solving and de-escalating skills while building a relationship with the caller

• Maintain high-performance metrics including quality adherence efficiency customer satisfaction and net promoter scores

• Continuously look for areas of improvement and communicate trends to the appropriate parties

• Engage with team members through weekly development sessions training and support interactions that help build each other

• Bilingual and professional Spanish proficiency

• 2 years experience in a customer service driven role preferably in a call center environment (but not required)

• Self-motivated and detail oriented

• Stellar communication and de-escalating skills

• Ability to maintain a high level of customer focus in a variety of complicated situations while equally considering the customer and company needs

• Proven history of consistently meeting attendance and performance expectations

• For candidates living in San Francisco / Bay Area San Jose New York City or Seattle metros the expected salary range for the role is currently $37400 - $51400.

• For candidates living in Austin TX or Washington DC metros or in California Massachusetts New Jersey or Washington states the expected salary range for the role is currently $37400 - $51400.

• For candidates living in all other US locations the expected salary range for this role is currently $37400 - $51400.

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.