Spanish/English (Bilingual-Spanish Support) Premier Support Advocate

Spanish Inbound

Team

Location

Virtual, United States

Department

Service

Job Type

Full Time

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 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.

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About the Spanish Support Team

We're 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.

Archana - Service
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Hear from
Archana
Director, Service
Archana

“Working for a company that listens to feedback, whether it’s from our users or our employees, is very inspiring.”

Archana

Director, Service

“Working for a company that listens to feedback, whether it’s from our users or our employees, is very inspiring.”

Archana

Director, Service

About the Role

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!

Your Responsibilities

  • Partner with our Spanish pros and customers by listening to their needs and providing the best solutions - you’re the expert!
  • Maintain excellent knowledge of Thumbtack’s 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

What you’ll need

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.

  • 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
  • Bonus: speaks Portuguese as well as Spanish fluently

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 $47,300 - $57,800.

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 $42,600 - $52,000.

For candidates living in all other US locations, the expected salary range for this role is currently $40,100 - $49,100. 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.

Apply for this role

Thumbtack by the numbers

$600B+
opportunity in Thumbtack’s market home services
4M
customers in past 12 months
85M+
projects started on Thumbtack
12M+
5-star reviews
$3.2B
valuation (as of June 2021)
Apply for this role

Perks & Benefits

Supporting you at work and beyond

In addition to our virtual-first model, we offer:

Paid time off

Recharge with PTO, in addition to 20 company-wide holidays each year, including a week-long end-of-year shutdown.

Remote work stipend and reimbursements

$1,000 USD/$1,400 CAD annual stipend for professional development, self care, office set-up and more. We also provide cell phone and Wi-Fi reimbursements.

Support for parents and caregivers

All parents receive up to 12 weeks of paid parental leave, and birthing parents receive 8 additional weeks, for a total of 20 weeks of 100% paid parental leave (US & CAN).

Family formation benefits

$30,000 USD/CAD lifetime max reimbursement for family planning.

Mental health and financial coaching

12 coaching sessions and 12 therapy sessions for yourself and your dependents. We also offer one-on-one financial guidance from a financial wellness provider.

Thumbtack Bucks

$1,800 USD/CAD annual stipend to book a pro on Thumbtack for virtual or in-person services — anything from home care services to planning a child’s birthday party and beyond.

An image of employees working on a team building exercise at a recent Thumbtack eventAn image of employees doing yoga together

Perks & Benefits

Supporting you at work and beyond

In addition to our virtual-first model, we offer:

Paid time off

30 days of PTO (pro-rated based on start date), including a week-long, end-of-year shutdown and a 15% night shift differential.

Remote work stipend and internet allowance

PHP 46,000.00 annual stipend to use for professional development, self care, office set-up and more. We also provide PHP 1,500/month internet allowance.

Mental health and financial coaching

12 coaching sessions and 12 therapy sessions for yourself and your dependents. We also offer one-on-one financial guidance from a financial wellness provider.

Inclusive healthcare

HMO coverage includes yourself and up to three of your dependents (two at no cost). We also cover common-law and same-sex domestic partners.

An image of employees embracing after a team building exerciseAn image of employees at a recent Thumbtack event

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