Bilingual Spanish Support Premier Support Advocate

Summary

Join Thumbtack's Spanish Support Team as a Premier Support Advocate and bring our mission to life! This US remote role involves handling inbound requests in Spanish via phone, chat, SMS, and email, addressing account changes, profile updates, billing inquiries, and more. You will troubleshoot and resolve customer inquiries, maintain high-performance metrics, and continuously seek improvement areas. Partner with Spanish-speaking professionals and customers, providing expert solutions and building relationships. This role requires bilingual Spanish proficiency and 2+ years of customer service experience (preferably in a call center). Thumbtack offers a virtual-first working model, along with various benefits and perks.

Requirements

• Bilingual and professional Spanish proficiency
• 2+ years experience in a customer service driven role, preferably in a call center environment
• 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

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

Benefits

• Virtual-first working model coupled with in-person events
• 20 company-wide holidays including a week-long end-of-year company shutdown
• Library (optional use collaboration & connection hub) in San Francisco
• WiFi reimbursements
• Cell phone reimbursements (North America)
• Employee Assistance Program for mental health and well-being