Customer Success Specialist
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.
About the Service & Support Team
The Service team brings the Thumbtack mission to life! We focus on providing a great experience to our users through building customer loyalty and helping local service professionals grow their businesses.
“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
By handling customer requests through our users' different channels (phone, chat, SMS, and email), you navigate The challenges of customer needs, profile requests, and more specifically service inquiries. Our best representatives are enthusiastic individuals who thrive in a fast-paced revenue driving environment that builds customer trust, loyalty, and drive departmental goals.
The ideal candidate will have a proven track record in outbound and inbound sales efforts, with experience in recovery and expansion programs. Must also be adaptable in your sales pitch to meet customer and departmental needs.
What you'll do
- Partner with Customers: Build strong relationships by actively listening, understanding their needs, and offering expert recommendations and tailored solutions.
- Deliver Outstanding Service: Manage at least 55 inbound and outbound calls daily, addressing customer inquiries with empathy, effective problem-solving, and de-escalation skills.
- Maintain Product & Industry Expertise: Stay up to date on Thumbtack’s offerings and industry best practices to provide accurate and relevant advice.
- Drive Revenue Growth: Identify opportunities to cross-sell services and communicate trends or improvement areas that contribute to revenue growth.
- Follow Up & Communicate Proactively: Engage customers through timely follow-ups via SMS or email to ensure satisfaction and resolution.
- Meet and Exceed Performance Metrics: Consistently hit key goals including revenue, quality, efficiency, customer satisfaction, and NPS.
- Collaborate and Develop Professionally: Participate in team training, peer coaching, and support sessions to foster continuous improvement and team success.
In order to be successful, you must bring
- At least 1–2 years of customer service experience, with a minimum of 6 months of outbound sales or outbound collections exposure, preferably in the BPO or Shared Services industry
- Proven experience in high-volume sales and/or collections with a track record of meeting or exceeding quotas. You prioritize converting customer requests and driving revenue while delivering an exceptional customer experience.
- Excellent English communication skills, enabling natural, engaging interactions and proactive customer support.
- Have a collaborative attitude to share techniques and success with the team
- Prospecting and Pipeline Management experience
Perks & Benefits
Supporting you at work and beyond
In addition to our virtual-first model, we offer:
Recharge with PTO, in addition to 20 company-wide holidays each year, including a week-long end-of-year shutdown.
$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.
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).
$30,000 USD/CAD lifetime max reimbursement for family planning.
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.
$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.
Perks & Benefits
Supporting you at work and beyond
In addition to our virtual-first model, we offer:
30 days of PTO (pro-rated based on start date), including a week-long, end-of-year shutdown and a 15% night shift differential.
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.
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.
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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.
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