Social Media Support Manager

Summary

Join Thumbtack's Social Media Support Operations Team as a Social Media Manager, where you'll lead a team in representing the Thumbtack brand across various social media platforms. You will guide your team in responding to customer inquiries, managing brand reputation, and identifying user issues. This role requires strong leadership, collaboration, and problem-solving skills. The position offers a virtual-first work model with opportunities for professional growth and development. Competitive salary ranges are provided based on location. Thumbtack is committed to diversity and inclusion and offers various benefits and perks.

Requirements

• 2-4 year relevant experience demonstrating leadership in Social Media and/OR Customer Support
• High school diploma or equivalent
• Advanced proficiency in spoken and written English
• Proven competence in engaging diverse audiences, including customers, internal teams, and cross-functional partners
• Exceptional problem-solving and strategic thinking skills, with the ability to work independently and adapt to shifting priorities
• Strong collaboration skills, self-motivated, resilient, and adaptable
• Strong sense of urgency and ownership
• Experience perpetuating structures, systems, and processes that build toward efficiency and high quality user experience

Responsibilities

• Support the team to efficiently respond to comments and complaints via social media platforms, including Facebook, X, Instagram, Glassdoor, app store reviews, BBB, Linkedin, and additional review websites
• Identify issues, trends, and common problems facing our users; while maintaining knowledge of the Thumbtack platform to assist customers in resolving their concerns
• Triage escalated concerns and collaborate on sensitive issues
• Escalate issues to other departments and leaders when necessary
• Showcase flexibility to take on a wide range of projects with ownership
• Grow, develop, and manage a high performing team
• Build and maintain interdepartmental relationships
• Work closely with social media vendors to ensure accuracy within the tools and with the focus on an efficient process and procedure to interact with our end users

Preferred Qualifications

• Spanish speaking (bilingual)
• Trust and Safety 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