Head of Service

Pro Inbound Service

Team

Location

Virtual, Philippines

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.

An image of roofers working on a roofAn image of a family eating breakfast in their kitchen

About the Service Team

Our Service Team drives our commitment to exceptional experiences for Pros and Customers. We are a highly dedicated team focused on making every interaction seamless, efficient, and positive, from initial questions to resolving issues. Providing best-in-class service builds trust, fosters loyalty, and significantly enhances the overall experience.

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 Head of Service, you will lead the delivery of best-in-class service experiences for our Pros and Customers. This senior role blends operational excellence, customer-first thinking, and team leadership to drive our service vision and maintain the highest performance standards.

You will manage and enhance the entire service journey, ensuring seamless, empathetic, and efficient interactions. Your leadership will empower our teams to exceed expectations, resolve challenges precisely, and create a supportive, valued experience for Pros and Customers.

Your role will be pivotal in upholding our Service Team Charter: delivering a best-in-class experience by saving time, reducing effort, and ensuring we “get it right the first time, every time.”

Your Responsibilities

  • Lead and Inspire the Service Team: Guide, mentor, and develop a high-performing team dedicated to delivering best-in-class service. You will own the Thumbtack service experience from customer interactions to refund processing and continuous improvement. You will drive team alignment with company values while fostering a culture of accountability, empathy, and excellence.
  • Strategic Service Management: Develop and execute contact center service strategies that enhance operational efficiency, elevate customer experiences, and maintain high service standards. You’ll collaborate across functions to ensure service initiatives align with broader company objectives.
  • Customer-Centric Leadership: Promote a customer-first mindset in all service interactions, ensuring that Pros and Customers receive prompt, accurate, and empathetic support. You will oversee the identification of service gaps and implement strategies to enhance customer satisfaction and streamline service delivery.
  • Continuous Improvement: Evaluate service performance metrics, customer feedback, and industry trends to identify areas for enhancement. You will encourage innovation and process improvements to ensure we consistently get it right the first time, saving our Pros and Customers time and effort.
  • Operational Excellence: Manage service department resources, budgets, and performance KPIs to achieve operational objectives while improving service quality and efficiency. You will set clear goals, track results, and ensure individual and team performance accountability.
  • Cross-Functional Collaboration: Collaborate closely with key stakeholders across service operations, sales, marketing, product development, and leadership to ensure service strategies are integrated throughout the organization and aligned with customer needs and expectations.
  • Crisis Management and Issue Resolution: Address complex or escalated customer concerns with urgency, professionalism, and empathy, ensuring prompt resolution of high-priority service issues to maintain strong customer relationships.

To Be Successful, You Must Bring

  • 10+ years of experience leading people in contact center/operations management, where you drove results and process improvement within large teams (100+ FTE)
  • 2+ years of experience leading remote teams, across multiple time zones
  • Working knowledge of customer experience metrics and KPI’s such as CSAT, NPS, FCR and Quality
  • 5+ years experience in a customer service leadership role, specifically in a contact center environment
  • Excellent communication skills and the ability to build relationships with diverse team members and customers
  • Experience working with call center or CRM technologies
  • Ability to appropriately motivate and influence people's performance
  • Strategic thinking, planning, and execution skills
  • Experience working in a fast-paced, high-volume setting
  • Proven ability to maintain customer focus in complex situations while balancing the needs of customers, employees, and the company
  • Demonstrated success in leading cross-functional teams to design and implement strategic initiatives
  • Proven ability to collaborate and communicate effectively across functions and with stakeholders at all levels of seniority

Bonus points if you have

  • Financial program acumen
  • Understanding of WFM tools and concepts

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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