A home is the biggest investment most people make, and yet, it doesn’t come with a manual. That's why we’re building the only app homeowners need to effortlessly manage their homes —  knowing what to do, when to do it, and who to hire. With Thumbtack, millions of people care for what matters most, and pros earn billions of dollars through our platform. And as one of the fastest-growing companies in a $500B industry — we must be doing something right. 

We are driven by a common goal and the deep satisfaction that comes from knowing our work supports local economies, helps small businesses grow, and brings homeowners peace of mind. We’re seeking people who continually put our purpose first: advocating for pros and customers, embracing change, and choosing teamwork every day.

At Thumbtack, we're creating a new era of home care. If making an impact and the chance to do good inspires you, join us. Imagine what we’ll build together. 

Thumbtack by the Numbers

  • Available nationwide in all 3,143 U.S. counties
  • 70 million projects started on Thumbtack
  • More than 4 million customers in the last 12 months
  • Pros earn billions on our platform
  • More than 8 million 5-star reviews for our stellar pros 
  • 1000+ employees and $3.2 billion valuation (June, 2021)

About the Digital Experience Team

Thumbtack’s Pro Digital Experience team seeks to improve comprehension and feature adoption for the professionals who use our platform by delivering coaching and educational content through various digital channels. One of the main channels of the Pro Digital Experience is the Proactive Chat channel. The Pro Digital Experience Team is responsible for maintaining and optimizing existing channels as well as planning and launching new ones. To accomplish this, partnership with multiple internal teams across Thumbtack offices in Salt Lake City, San Francisco, and The Philippines is established.   

About the Role

The Proactive Chat Team Manager will be heading a team of Proactive Chat Specialists who are responsible in ensuring that we provide a delightful experience to our pros by proactively engaging with them in in-depth discussions through chat, in which we take the time necessary, to thoroughly educate pros about various product features and provide personalized coaching to help pros succeed on Thumbtack. The main responsibilities of a Proactive Team Manager are making sure that the team runs smoothly, KPIs and individual targets are met, team members are engaged and live up to our Thumbtack values, company policies are implemented and continuous improvement of operations and processes are ensured. By effectively managing and leading the team, you help ensure that Thumbtack pros and customers are set up for success.

Responsibilities

  • People Management:
    • Hold regular coaching sessions, huddles, calibrations and team meetings, and address any performance issues
      • Create, coordinate and deliver performance reviews and compensation conversations for every team member
      • Set team members’ expectations, monitor, and support them to meet their KPIs and other operational metrics; coach team members when needed
      • Ensure compliance to and completion of coaching documents for team members.
      • Ensure timekeeping details of your team are accurate and updated
    • Engagement
    • Be an ambassador and live up Thumbtack values
    • Foster high morale, engagement, and camaraderie within the team
    • Nurture a psychologically safe environment and culture of proactively surfacing findings, giving suggestions, and speaking up ideas
    • Performance & Development
    • Culture & Ways of Work
  • Operations management:
    • Report and manage any technical issues encountered by the team affecting their work
    • Work with the relevant cross-functional teams when needed to ensure smooth operations
    • Monitor and report unusual trends and anything that could affect the operations
    • Find ways and means to improve KPIs, guidelines and processes
    • Look for trends and surface insights that could minimize/eliminate risks on or improve the operations
    • Participate and contribute to the quarterly team planning sessions
    • Participate in interviewing candidates during CS Specialist hiring
    • Manage the day-to-day operations:
    • Continuous improvement
    • Other responsibilities:
  • Stakeholder Management:
    • Build and maintain stakeholder relationships both onshore and offshore on a daily basis
    • XFNC partnerships to improve policies and processes
    • Work cross-collaboratively with enablement teams (Training, QA, Workforce Management, Analytics, HR)

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.

  • At least 4 years of professional experience in the BPO, shared services, or similar industry, 3 years of which have been spent on a leadership/people management capacity/level
  • Ability to communicate effectively in English
  • Willingness to work during day, mid or graveyard shift and rotating rest days 
  • Comfortable working in a fast-paced tech startup environment

Nice-To-Have Qualifications

  • Strong preference for those with the following experience: 
    • Working and managing Proactive Chat Support or CS Chat Support 
    • Working on operations or projects which involve coaching, educating and consulting with the customers about the product in online marketplaces, communities, ecommerce, and or consumer/app products
    • Previous experience in handling a team with customer service focus metrics (CSAT, Resolution Rate, AHT, occupancy, etc.) is a big plus (SME, POC capacity is acceptable)
  • Experience using Salesforce and Teleopti

Thumbtack is a virtual-first company, meaning you can live and work from any one of our approved locations across the United States, Canada 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. In cities with 5+ employees, we are establishing local communities, where employees can gather for local events. 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. We always prioritize the health and safety of our employees. Currently, participation in these events and Thumbtack library use are optional. Both require employees to be fully vaccinated.

#LI-Remote

 
Benefits & Perks
  • Virtual-first working model coupled with quarterly in-person events and Camp Thumbtack
  • 20+ company-wide holidays including two week-long shutdowns
  • Libraries (collaborative workspaces) in San Francisco, Salt Lake City, Toronto, and Manila
  • Stipends for remote work support, home office set-up and internet
  • Subscriptions and Employee Assistance Program for mental health and well-being
  • Cell Phone Reimbursement, Thumbtack services (North America only)

Thumbtack embraces diversity. We are proud to be an equal opportunity workplace and do not discriminate on the basis of sex, race, color, age, pregnancy, sexual orientation, gender identity or expression, religion, national origin, ancestry, citizenship, marital status, military or veteran status, genetic information, disability status, or any other characteristic protected by federal, provincial, state, or local law. We also will consider for employment qualified applicants with arrest and conviction records, consistent with applicable law. If you are a California resident, please review information regarding your rights under California privacy laws contained in Thumbtack’s Privacy policy available at https://www.thumbtack.com/privacy/

Thumbtack is committed to working with and providing reasonable accommodation to individuals with disabilities. If you would like to request a reasonable accommodation for a medical condition or disability during any part of the application process, please contact recruitingops@thumbtack.com

*Currently, Thumbtackers can live anywhere in Ontario or British Columbia, Canada or the Philippines or in any of the following US states: AZ, CA, CO, CT, FL, GA, HI, ID, IL, IN, KS, KY, MD, MA, MI, MN, MO, NE, NV, NH, NJ, NM, NY, NC, OH, OK, OR, PA, SC, TN, TX, UT, VA, WA, WI, Washington DC. Our long term vision is to hire across all of the United States and Canada, but this expansion will take a few years.

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At Thumbtack, we’re building more than a product. We’re building local economies and stronger communities. Leveling the playing field so even the smallest of businesses has a fair shot at success. And we believe diversity is essential to making this happen. We use your answers below to better understand who is interested in joining the team and whether we’re considering a diverse group of people for our open roles. Your response will be confidential, and neither your answers nor your participation or non-participation will affect our consideration of your candidacy.

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