Social Media Support Operations Specialist

Summary

Join Thumbtack's Social Media Support Team as a Social Media Specialist, representing the brand and engaging with users on various platforms. You will manage brand reputation, respond to comments and complaints, identify user issues and trends, and collaborate with multiple teams. This role requires experience in social media and customer support, advanced communication skills, and strong problem-solving abilities. The position offers a virtual-first work model, various benefits, and competitive salary based on location. Thumbtack is committed to diversity and inclusion and provides reasonable accommodations for individuals with disabilities. Apply even if you don't meet all criteria; the team is looking for enthusiastic individuals.

Requirements

• Experience in Social Media and/OR Customer Support Required
• High school diploma or equivalent required
• 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

Responsibilities

• Respond efficiently 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
• Showcase flexibility to take on a wide range of projects with ownership
• Build and maintain interdepartmental relationships

Preferred Qualifications

• Trust and Safety experience
• Fluency in Spanish
• Previous Social Media Support or Trust and Safety Experience
• Experience handling escalated situations/customer service issues
• Experience using Social Media Management platforms
• Experience working for a company offering services through an online Marketplace

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