Customer Support Specialist

Full Time
Opening date
Closing date
28 Oct 2021

Have you ever tried to hire a plumber? How about a house cleaner? If you have, chances are it took you way longer than it should. In the era of instant-everything, you shouldn’t have to waste an entire afternoon researching, calling and vetting local service professionals whenever you need one. The market for hiring them is huge — $1 trillion in the US alone — but the process is inefficient and largely offline.

Thumbtack is transforming this experience end-to-end, building a marketplace that matches millions of people with local pros for almost any project. In making these connections, not only do our customers get more done every day, our pros are able to grow their businesses and make a living doing what they’re great at.

These 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. We challenge ourselves every day to make this a place where you can thrive just the way you are, so we can build a product that does the same for our customers and pros.

Position Description:

Today, millions of customers use Thumbtack to find and hire small businesses across the US. Named one of the World’s Most Innovative Companies in 2018 by Fast Company, Thumbtack is a highly dynamic product that’s also building local economies and stronger communities. One of the key factors for our ongoing success is #CustomerObsession.

We focus on providing a great experience to our users and prioritizing the most important work first. We are looking for customer-obsessed team members who are engaged, innovative, and who will partner with our pros and customers from start to finish to resolve their concerns. We will train you on skills that will help convey the value of Thumbtack, empower you to help professionals build successful businesses, and assist customers to complete the projects central to their lives.

The Customer Success Specialist will be responsible for making sure that all professionals get best-in-class support whenever they contact Thumbtack’s Voice Customer Support channel. Delivering true consultative service and partnership will be vital to this role to ensure that every concern the professionals contact us about is a good representation of Thumbtack’s values and guidelines. By addressing their concerns correctly and accurately, we help set our professionals up for success.

Key Duties & Responsibilities:

  • Handle concerns of our customers and pros through Voice channel
  1. Obsess over customers and pros by constantly focusing on solutions to their problems and concerns.
  2. Take the extra mile to engage customers
  3. Follow communication procedures, guidelines and policies
  4. Provide accurate, valid, and complete information by using all the relevant resources and knowledge bases in addressing different user concerns
  • Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to entire resolution
  • Demonstrate ability to identify when help is needed in critical support times and take the initiative to resolve high wait times and provide a great customer experience
  • Identify talking points for proactive support and a consultative support experience
  • Strong customer orientation and ability to adapt/respond to different types of customer profiles
  • Gather feedback about the platform, tools, processes and other matters that will help improve the overall Pro/Customer experience.
  • Contribute as a team member by engaging in coaching sessions, team meetings, team building activities, and other team and company events
  • Demonstrate accountability by meeting and exceeding monthly productivity, CSAT and Resolution Rate goals and by finding ways and means to improve KPIs, guidelines and processes.
  • Uphold the values of Thumbtack

Qualifications & Educational Background:

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.

  • A good grasp of what it takes to provide great customer experience acquired through working in the BPO/shared services or related industry for at least 3 years. Preference for those who have worked in multi-channel accounts and experience in voice support is a must.
  • Excellent English communication skills (verbal and written)
  • Strong problem-solving skills and a confident attitude is required to anticipate and resolve customer needs.
  • Ability to be resilient in handling difficult interactions, including expert de-escalation skills.
  • Excellent critical and analytical thinking skills
  • Willingness to work during day, mid or graveyard shift and rotating rest days (i.e. weekend shifts), as well as rendering overtime in case of volume surges.
  • Comfortable navigating multiple systems and getting up to speed very quickly with all of our online tools
  • Comfortable working in a fast-paced tech startup environment

More About Us

Thumbtack is a local services marketplace – one of the largest in the U.S. – that helps millions of people hire local professionals. With hundreds of unique service categories, customers can find a Thumbtack pro for almost anything: landscapers, electricians, personal trainers, even math tutors. And in making these connections, we empower local pros too. Helping them get new customers and make a living doing what they’re great at.

Founded in 2008 and headquartered in San Francisco, Thumbtack is backed by over $400 million in investment from Sequoia Capital, CapitalG, Tiger Global Management, Javelin Investment Partners and Baillie Gifford.

Thumbtack is a virtual-first company, meaning employees have the flexibility to live and work from any one of our approved locations across the United States, Ontario or the Philippines. This role is closely aligned with our day-to-day Thumbtack library operations and is expected to report to the Thumbtack library in Manila on a regular cadence when it is safe to resume in-person operations.

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.

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