Customer Success Specialist

Summary

Join Thumbtack's Service team and provide exceptional customer experiences! Handle customer requests through various channels (phone, chat, SMS, email), addressing inquiries with empathy and effective problem-solving. Build strong customer relationships, offer expert recommendations, and manage a high volume of inbound and outbound calls daily. Drive revenue growth by identifying cross-selling opportunities and exceeding performance metrics. Stay updated on Thumbtack's offerings and industry best practices. Collaborate with the team and participate in professional development opportunities. This virtual-first role allows you to work from approved locations across the US, Canada, or the Philippines.

Requirements

• 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

Responsibilities

• 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

Benefits

Thumbtack is a virtual-first company, meaning you can live and work from any one of our approved locations across the United States, the Ontario region of Canada or the Philippines