Thumbtack

11 months ago

Service Advocate

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 22 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

Website LinkedIn

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Thumbtack

11 months ago

Service Advocate

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 22 hours agoStatus: Live

Job Summary

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

Industry: Online Marketplaces

Company Size: Enterprise (1,001+ employees)

Growth: Scaleup

Headquarters: San Francisco, United States

Founded: 2008

Website LinkedIn