Sr. Premier Support Advocate - Bilingual

Posted May 8

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 all 3,143 U.S. counties
75 million projects started on Thumbtack
4 million customers in the last 12 months
Pros earn billions on our platform
More than 9 million 5-star reviews for our stellar pros
1000+ employees and $3.2 billion valuation (June, 2021)

About the Service & Support Team

We are a global team of service advocates providing frontline service to our Thumbtack users. Our commitment to our users is that we will provide fast, reliable and helpful service through proactive and responsive channels including phone, sms, chat and email.

About the Role

As a Sr. Premier Support Advocate, you bring our Thumbtack mission to life! By handling inbound requests through our users' different channels (phone, chat, SMS, and email), you navigate the challenges of account changes, profile updates, billing inquiries, website and app assistance, and retention while ensuring a high-quality, high-quality, low-effort experience for the caller. Our best customer support representatives are enthusiastic individuals who thrive in a fast-paced environment that balances technology and human empathy to build customer trust and loyalty. Conflict resolution and negotiation skills are a must as you actively listen to our callers' concerns to offer a unique and innovative solution to each problem or complaint that comes your way. You are the voice of Thumbtack on the front lines!

Responsibilities

Partner with our pros and customers by listening to their needs and providing the best solutions - you’re the expert!
Maintain excellent knowledge of Thumbtack’s products and services
Participate in 30-40 Phone, SMS, or Chat consultations a day with our users to determine the best solution to get jobs done and grow small businesses
Troubleshoot and resolve customer inquiries with effective problem-solving and de-escalating skills while building a relationship with the caller
Maintain high-performance metrics including quality, adherence, efficiency, customer satisfaction, and net promoter scores
Continuously look for areas of improvement and communicate trends to the appropriate parties
Make independent and insightful decisions while keeping the customer and company needs in mind
Engage with team members through weekly development sessions, training, and support interactions that help build each other

What you'll need

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.

Fluent verbal and written communication in Spanish and English.
Action-oriented - Taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm. Asks the right questions to analyze situations accurately, uncovers root causes of complex problems, and evaluates pros and cons, risks, and benefits of different solution options.
Resourcefulness - Using resources effectively and efficiently to get things done.
Drives Results - Consistently achieving results, even under challenging circumstances

Bonus points if you have

Collaborates - Building partnerships and working collaboratively with others to meet shared objectives
Demonstrates self-awareness - Using a combination of feedback and reflection to gain productive insight into personal strengths and weaknesses.
Multi-tasking - ability to handle multiple transactions to meet the required productivity or service levels.

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.* Learn more about our virtual-first working model here. #LI-Remote

For candidates living in the US, the expected hourly wage for this role is currently $22.50 - $26.00 per hour. Actual offered wages will vary and will be based on various factors, such as calibrated job level, qualifications, skills, competencies, and proficiency for the role.

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, Toronto, and Manila
Stipends for remote work support, home office set-up and Thumbtack services
Cell phone and WiFi reimbursements
Subscriptions and 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/ .