Customer Support Specialist, Non-voice (Fixed Term)

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.

Thumbtack Philippines provides customer support, marketplace trust and safety operations, product support, and various knowledge and shared services support for our internal teams globally. If joining one of Silicon Valley’s top tech startup companies and being part of a world-class team in Manila sounds like a good career move for you, then come check out this job role we’re hiring for.

About the Role 

The Customer Success Specialist will be responsible for making sure that all professionals get best-in-class support whenever they contact Thumbtack’s non-voice Customer Support channels (SMS, Email and Chat). Delivering true consultative service and partnership will be vital to this role to ensure that every concern the professionals contact us about is a good representation of Thumbtack’s values and guidelines. By addressing their concerns correctly and accurately, we help set our professionals up for success.

Objectives

• Provide a fast, reliable, and helpful customer service to our pros and customers by:
  • Focusing on giving the best solutions to the concern of our users
  • Making sure we deliver within the agreed service levels
  • Making sure we deliver within the set quality standards
  • Making sure that the overall experience is best-in-class and customer issues are resolved
• Be a role model in upholding the Thumbtack values

Key Duties & Responsibilities

• Handle concerns of our customers and pros through SMS, Chat and E-mail
  • Obsess over customers and pros by constantly focusing on solutions to their problems and concerns
  • Provide the best possible experience
  • Use all the relevant resources and knowledge bases in addressing different user concerns
• Gather feedback about the platform, tools, processes and other matters that will help improve the overall Pro/Customer 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 monthly productivity, QA, CSAT and Resolution Rate goals and by finding ways and means to improve KPIs, guidelines and processes.
• Uphold the values of Thumbtack

Qualifications & Educational Background

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.

• Excellent English communication skills (verbal and written)
• Strong problem-solving skills and a confident attitude is required to anticipate and resolve customer needs.
• Ability to be resilient in handling difficult interactions, including expert de-escalation skills.
• A good grasp of what it takes to provide great customer experience acquired through working in the BPO/shared services or related industry for at least 2 years. Preference for those who have worked in multi-channel non-voice accounts but experience in voice support is an added advantage.
• Excellent critical and analytical thinking skills
• Willingness to work during day, mid or graveyard shift and rotating rest days (i.e. weekend shifts), as well as rendering overtime in case of volume surges.
• Comfortable navigating multiple systems and getting up to speed very quickly with all of our online tools
• Comfortable working in a fast-paced tech startup environment

Working condition

• This is a fixed-term employment for 8 months

If you think you fit the bill, you may share with us your profile by applying to this job.

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.

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