Head of Service

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.

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