Service Advocate

Thumbtack
Philippines
Workplace: RemoteFull timeFunction: Solutions Engineering & Sales EngineeringExperience: 1+ yearsSkills: ["Customer obsession","De-escalation","Conflict resolution","Critical thinking","Resilience"]

Own the end-to-end user experience for both homeowners and local service professionals by resolving inbound requests across phone, chat, email, SMS, and voice. Use strong product and policy knowledge to determine the best solution, process refunds and tickets accurately, and guide professionals to maximize engagement. Meet productivity, quality, customer satisfaction, and resolution-rate targets while improving KPIs, guidelines, and processes in a fast-paced support operations team.

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Thumbtack
Thumbtack
1 year ago

Service Advocate

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Source: Company careers pageValidated by: Fursa AI
Last checked: 14 hours agoStatus: Live

Job Summary

Own the end-to-end user experience for both homeowners and local service professionals by resolving inbound requests across phone, chat, email, SMS, and voice. Use strong product and policy knowledge to determine the best solution, process refunds and tickets accurately, and guide professionals to maximize engagement. Meet productivity, quality, customer satisfaction, and resolution-rate targets while improving KPIs, guidelines, and processes in a fast-paced support operations team.
Location: Philippines
Workplace: Remote
Employment Type: Full time
Job Function: Solutions Engineering & Sales Engineering
Seniority: Entry level

Key Responsibilities

  • •Maintain excellent knowledge of Thumbtack products and services after training and onboarding.
  • •Handle 30–40 inbound requests daily across phone, chat, SMS, and email to determine the best solutions.
  • •Deliver customer and professional support focused on solutions and maximizing engagement and experience.
  • •Meet or exceed monthly targets for productivity, quality, customer satisfaction, and resolution rates while improving KPIs, guidelines, and processes.
  • •Stay current on Thumbtack policies and process refund and email tickets accurately.

Key Requirements

  • •1+ year of experience in a customer service-driven role (BPO, shared services, or related industry).
  • •Experience working in a multi-channel environment (Voice, Chat, Email), with voice experience required.
  • •Excellent English verbal and written communication skills.
  • •Strong de-escalation and conflict resolution skills.
  • •Ability to work all shifts and be available for weekend days and some holidays.
Experience:1+ yearsBPOShared services
Skills:Customer obsessionDe-escalationConflict resolutionCritical thinkingResilience
Languages:English
Tech Stack:EmailChatSMSPhoneKnowledge base

Company Brief

Thumbtack
Provides an online marketplace connecting local service professionals (home improvement, events, lessons, and more) with customers seeking quotes, reviews, and booking tools to hire vetted contractors and providers.
Industry: Online Marketplaces
Company Size: Enterprise (1,001+ employees)
Growth: Scaleup
Headquarters: San Francisco, United States
Founded: 2008
WebsiteLinkedIn