Job Application for Service Advocate at Thumbtack

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 $600B+ 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 every U.S. county
Over 85 million projects started on Thumbtack
More than 11 million 5-star reviews and counting
Pros earn billions on our platform
1000+ employees
$3.2 billion valuation (June, 2021)

About the Support Operations Team

The Thumbtack Support Operations Team brings the Thumbtack mission to life! We focus on providing a great experience to our users by building customer loyalty and helping professionals grow their business. Service Advocates are responsible for managing the user journey by providing the best solution for each individual- both pro and customer. We focus on providing a great experience to our users through consistent, quality, and efficient Email, Refund, Chat, SMS, and Voice support. To be successful, it’s important that our advocates prioritize the most important work first in order to navigate our fast-paced service environment.

About the Role

The Service Advocate creates user experiences that are simple, valuable, and inspired. They are responsible for making sure that all professionals get best-in-class support whenever they contact Thumbtack Support Operations by addressing their concerns correctly and accurately, you will help set our professionals up for success.

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

To Be Successful, You Must Bring

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

Bonus points if you have

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

Thumbtack is a virtual-first company, meaning you can live and work from any one of our approved locations across the United States, the Ontario region of Canada or the Philippines.* Learn more about our virtual-first working model here. #LI-Remote

Benefits & Perks

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

Learn More About Us

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.

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.

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/ .

Apply for this Job

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Please run a speed test via tack.speedtestcustom.com and paste below the link to the result. *

As we are now 100% remote, we would like to know if you have the minimum system requirements for you to be able to do work at home. Go to this link to do the speed test. Please do a right click to open the link in a new tab. Run the test three times, and submit the third result.

Briefly share your Voice experience in the BPO/shared services industry in this format: total years of experience - LOBs handled (e.g. “3 yrs - Finance, Travel”). Please write N/A if you have no Voice experience yet. *

From the same format above, briefly share your Non-voice experience in the BPO/shared services industry. Please write N/A if you have no Non-voice experience yet. *

This role is open only to candidates who are currently residing anywhere in the Philippines. Are you authorized to work in the said country? *

Have you worked in Thumbtack Philippines before? If yes, please specify your role and the dates of your employment. *

Do you have any relatives or any person that you are in a familial relationship with who is currently employed or has an active application at Thumbtack? If yes, indicate the name of the employee/s or applicant/s (please indicate the job they applied to) and the nature of your relationship with them. *

“Familial relationship” within the context of this question means you and a current employee being in a relationship as a spouse, romantic partner, domestic partner, father, mother, sibling, child, uncle, aunt, nephew, niece, cousin, grandparent, or grandchild, or any of those relationships arising as a result of marriage (e.g. brother-in-law).

Note: Failure to disclose this information in this application form may affect your candidacy for this role, or can be a cause of corrective action as indicated in our discipline manual, once hired.

By joining Thumbtack, would there be any conflict of interest with your current or last employer or employment agreement (this includes non-compete clause, dual corporate/freelance employment, similar business, etc.)? If yes, please elaborate below. *

By ticking the box/signing and submitting your application, you explicitly and unambiguously consent to the collection, processing, and storage of your personal data by TSSP for the purposes described in this Privacy Notice. *

Please ensure that you have completely read and comprehend the terms in this document.

Thumbtack currently supports remote work in a number of locations across the United States, Ontario and the Philippines. Using the drop down list below, please select the location you intend to work from. If you are not currently located in or able to work from a location listed below, please select "Location not listed." *

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