Have you ever tried to hire a plumber? How about a house cleaner? If you have, chances are it took you way longer than it should. In the era of instant-everything, you shouldn’t have to waste an entire afternoon researching, calling and vetting local service professionals whenever you need one. The market for hiring them is huge — $1 trillion in the US alone — but the process is inefficient and largely offline. 

Thumbtack is transforming this experience end-to-end, building a marketplace that matches millions of people with local pros for almost any project. In making these connections, not only do our customers get more done every day, our pros are able to grow their businesses and make a living doing what they’re great at.

These customers and pros come from all walks of life and every county in the country. We want our team to reflect that. If you come from an underrepresented background in tech, we strongly encourage you to apply. We challenge ourselves every day to make this a place where you can thrive just the way you are, so we can build a product that does the same for our customers and pros.

About the Team

The Customer Support Team at Thumbtack is well versed in handling a multitude of customer questions and situations. The team is composed of positive and dedicated individuals who are committed to understanding how we can continue to provide an exceptional, seamless customer experience. As we continue to grow in this marketplace, we are expanding our efforts in the outbound outreach sector. We are on the forefront of the in-product recovery experience with our proactive agents and are looking forward to continued success with these initiatives.

About the Role

Thumbtack is looking to bring on team members to help with various outbound initiatives that will encourage a better sense of engagement from our customers. This team will be supporting the broader customer experience organization in these initiatives and will have a significant impact on the success of them. Each team member will have a multitude of resources available to them to make sure they are set up for success. Being that this time is on the front lines of these new initiatives, they will have an opportunity for learnings and insights that will be substantial in building out these various projects in the future.

Responsibilities

  • Utilize internal tools, cold calling, and email to generate new sales opportunities
  • Identify customer’s needs and suggest appropriate service
  • Resolve concerns of customers through SMS, chat, and e-mail
  • Create an effortless and great customer experience by focusing on providing solutions to concerns
  • Use all relevant resources and knowledge centers in addressing various user concerns
  • Gather feedback about the platform, tools, and processes that will help improve the overall customer/Pro experience
  • Contribute as a team member by engaging in coaching sessions, team meetings, team building activities, and other team and company events
  • Demonstrate accountability by meeting/exceeding monthly productivity, quality, customer satisfaction, and resolution rate targets and finding ways to improve KPIs, guidelines, and processes
  • Uphold the values of Thumbtack

Must-Have Qualifications

If you don't think you meet all of the criteria below but still are interested in the job, please apply. Nobody checks every box, and we're looking for someone excited to join the team.

  • 2+ years BPO experience in inbound or outbound sales
  • Excellent English communication (verbal, writing, and email writing) skills
  • You understand that your highest priority is facilitating and closing sales
  • You are resilient - Rejection is something that pushes you to work harder and smarter
  • You see the big picture - You’re proactive in anticipating challenges and quick to come up with ideas to resolve those challenges
  • Strong problem-solving skills - You're resourceful and will know our product so well that you really understand what the customer needs; solution-oriented 
  • Have a collaborative attitude to share techniques and success with the team
  • Experience in high call volume sales 
  • Excellent aptitude for research, navigation, and investigation
  • Willingness to work during the day, mid or graveyard shift, and rotating rest days
  • Willing to work on a 3-month fixed term contract

Nice-To-Have Qualifications

  • Experience working in different channels (email, chat, phone) or any similar industry
  • Marketing or advertising sales experience 
  • Software sales experience
  • Salesforce experience
  • Google Suite experience

More About Us

Thumbtack is a local services marketplace – one of the largest in the U.S. – that helps millions of people hire local professionals. With hundreds of unique service categories, customers can find a Thumbtack pro for almost anything: landscapers, electricians, personal trainers, even math tutors. And in making these connections, we empower local pros too. Helping them get new customers and make a living doing what they’re great at.

Founded in 2008 and headquartered in San Francisco, Thumbtack is backed by over $400 million in investment from Sequoia Capital, CapitalG, Tiger Global Management, Javelin Investment Partners and Baillie Gifford. 

Thumbtack is a virtual-first company, meaning you can live and work from any one of our approved locations across the United States, Ontario or the Philippines. When it is safe to gather, we will begin to host in-person events on a regular basis. Remote employees will be expected to travel occasionally for these events to a Thumbtack library or offsite team-building location. Additionally, employees in the San Francisco, Salt Lake City, Toronto and Manila areas will have opt-in access to communal workspace at one of our Thumbtack libraries. 

#LI-Remote

Thumbtack embraces diversity. We are proud to be an equal opportunity workplace and do not discriminate on the basis of sex, race, color, age, sexual orientation, gender identity, religion, national origin, citizenship, marital status, veteran status, or disability status. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.If you are a California resident, please review information regarding your rights under the California Consumer Privacy Policy Act contained in Thumbtack’s Privacy policy available at https://www.thumbtack.com/privacy/.

Apply for this Job

* Required