Service Advocate

Summary

Join Thumbtack's Support Operations Team as a Service Advocate and contribute to a positive user experience for both professionals and customers. You will manage inbound requests through various channels (phone, chat, SMS, email), providing solutions and ensuring professional success. This role requires excellent communication and problem-solving skills, along with experience in a customer service environment. You'll need to be adaptable and resilient, handling complex interactions and frequent changes. The position offers a virtual-first working model with benefits including company holidays, WiFi and cell phone reimbursements, and an employee assistance program. Thumbtack is committed to diversity and inclusion, offering a supportive and collaborative work environment.

Requirements

• Customer-obsessed with an understanding of what it takes to provide a great experience
• 1+ year experience in a customer service-driven role- BPO, shared services, related industry
• Experience working in a multi-channel (Voice, Chat, Email) environment. Voice experience is a must!
• Excellent English verbal and written communication skills
• Expert de-escalation and conflict resolution skills
• Adaptability and resilience for handling complex interactions and frequent change
• Willingness to work all shifts including daytime, mid-day, and graveyard shifts. Must be available to work weekend days and some holidays
• Adaptability and resilience for handling complex interactions and frequent change

Responsibilities

• Maintain excellent knowledge of Thumbtack’s products and services after completing our training and onboarding program
• Participate in 30-40 inbound requests through the different channels (phone, chat, SMS, and email) daily with our users to determine the best solution to get jobs done and grow small businesses
• Obsess over customers and professionals by constantly focusing on solutions and guiding professionals to maximize their engagement and experience with Thumbtack
• Demonstrate accountability by meeting/exceeding monthly productivity, quality, customer satisfaction, and resolution rate targets and finding ways to improve KPIs, guidelines, and processes
• Maintain a deep understanding of the Thumbtack policies and keep abreast of recent changes and new additions to the policy in order to process refund and email tickets effectively
• Contribute as a team member by engaging in coaching sessions, team meetings, team-building activities, and other team and company events

Preferred Qualifications

• Excellent critical and analytical thinking skills or the ability to assimilate a variety of information and make logical/consistent decisions
• Comfortable navigating multiple systems (email, knowledge base, phone, chat, etc.) and getting up to speed quickly with our online tools

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