Customer Success Specialist

Summary

Join Thumbtack as a Customer Success Specialist and bring our mission to life! This outbound sales and success role focuses on resolving customer plans for home services. You'll handle customer requests via phone, chat, SMS, and email, navigating diverse needs and inquiries. Ideal candidates possess a proven track record in outbound and inbound sales, experience in recovery and expansion programs, and adaptability in sales pitches. You'll partner with customers, maintain product knowledge, and make numerous daily calls to find optimal solutions. Success requires building rapport, identifying cross-selling opportunities, and resolving inquiries effectively. The role demands high-performance metrics attainment and continuous improvement identification.

Requirements

• At least 1–2 years of customer service experience, with a minimum of 6 months of upselling or cross-selling exposure, preferably in the BPO or Shared Services industry
• Proven experience in high-volume sales with a track record of meeting or exceeding quotas. You prioritize converting customer requests and driving revenue while delivering an exceptional customer experience
• English proficiency
• Have a collaborative attitude to share techniques and success with the team
• Prospecting and Pipeline Management experience

Responsibilities

• Partner with our customers by listening to their needs and providing the best solutions - you’re the expert!
• Maintain excellent knowledge of Thumbtack’s products and services, as well as industry standards and best practices for home maintenance, improvement, and repair projects
• Participate in at least 55 inbound and outbound calls per day with our users to determine the best solution to get jobs done
• Successfully build rapport with the customers and be able to anticipate their needs
• Identify opportunities to cross-sell additional products or services to existing customers
• Actively listen to customer concerns, have the ability to probe, and be able to provide recommendations when necessary
• Troubleshoot and resolve customer inquiries with effective problem-solving and de-escalating skills while building a relationship with the caller
• Proactively follow up with customers via SMS and/or email
• Maintain high-performance metrics including revenue attainment, quality adherence, efficiency, customer satisfaction, and net promoter scores
• Continuously look for areas of improvements that drive revenue and communicate trends to the appropriate parties
• Make independent and insightful decisions while keeping the customer and company needs in mind
• Engage with team members through weekly development sessions, training, and support interactions that help build each other

Preferred Qualifications

• Previous experience with, or interest in learning about Home Services in the US is a plus
• Marketing or advertising sales experience
• Salesforce experience
• Google Suite experience

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