Thumbtack is hiring a

Call Center-Knowledge base Project Associate

Fayetteville, United States
Remote

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 Service and Support Team

The Thumbtack Service & Support Team manages the user journey with Thumbtack by providing the best solutions for each user - pro and customer. We provide account support, professional counseling, technical assistance, problem resolution, and other services through phone, chat, text and email. Our goal is creating a user experience that is simple, valuable and inspired driving user loyalty and success.

About the Role

As a Project Lead, you play a pivotal role in accepting, creating, and implementing process and product changes. Our best Project Leads are enthusiastic individuals who thrive in a fast-paced environment. They can make independent and insightful decisions, and work on multiple projects simultaneously to improve upon a growing product.

Responsibilities

  • Knowledge base Administrator 
  • Maintain excellent knowledge of Thumbtack’s product and processes
  • Coordinate and prioritize multiple projects simultaneously to accomplish goals and meet or exceed established deadlines
  • Have an active investment in improving current resources, partnerships and information while effectively communicating with all appropriate parties
  • Engage with team members and cross-functional teams to encourage understanding and critical thinking skills

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.

  • A mature, self-motivated and detail-oriented individual. 
  • Working experience in project management.
  • Experience creating and managing quality educational content.
  • A curiosity for and a drive to act, creating improvements and positive changes.
  • A successful track record working in a fast-paced environment.
  • Excellent communication skills while working with peers and upper management.
  • Reliable and dependable in consistently meeting attendance and performance expectations.

Nice-to-Have Qualifications

  • 2+ experience in a customer service driven role
  • 1+ years additional education beyond high school
  • Fluent in Spanish and/or French

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, DJs, personal trainers, even piano teachers. 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 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.