Thumbtack

1 year ago

Head of Service

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI

Last checked: 21 hours agoStatus: Live

Job Summary

Lead the Service Team to deliver best-in-class service experiences for Pros and Customers. Own the end-to-end service journey, including customer interactions, refund processing, and continuous improvement. Develop and execute contact center service strategies, monitor KPIs and customer feedback (CSAT, NPS, FCR, Quality), manage resources/budgets, and resolve escalated issues. Collaborate across functions to align service initiatives with company goals and drive operational excellence.

Location: Philippines

Workplace: Remote

Employment Type: Full time

Job Function: Administration & Executive Assistance

Seniority: Sr. Director level

Key Responsibilities

•Lead, mentor, and develop a high-performing service team; own the service experience from customer interactions through refund processing and continuous improvement.
•Develop and execute contact center service strategies to improve operational efficiency, elevate customer experiences, and maintain service standards.
•Promote a customer-first mindset; identify service gaps and implement strategies to improve satisfaction and streamline service delivery.
•Evaluate service performance metrics, customer feedback, and industry trends to drive process improvements and innovation.
•Manage resources, budgets, and performance KPIs; collaborate cross-functionally and resolve complex escalated customer concerns with urgency and empathy.

Key Requirements

•10+ years leading people in contact center/operations management with results and process improvement in large teams (100+ FTE).
•2+ years leading remote teams across multiple time zones.
•Working knowledge of customer experience metrics and KPIs such as CSAT, NPS, FCR, and Quality.
•5+ years experience in customer service leadership in a contact center environment.
•Experience working with call center or CRM technologies and the ability to motivate and influence performance.

Skills:LeadershipCommunicationRelationship buildingStrategic thinkingCrisis management

Tech Stack:CRMCall centerWFM

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

1 year ago

Head of Service

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI

Last checked: 21 hours agoStatus: Live

Job Summary

Location: Philippines

Workplace: Remote

Employment Type: Full time

Job Function: Administration & Executive Assistance

Seniority: Sr. Director level

Key Responsibilities

•Lead, mentor, and develop a high-performing service team; own the service experience from customer interactions through refund processing and continuous improvement.
•Develop and execute contact center service strategies to improve operational efficiency, elevate customer experiences, and maintain service standards.
•Promote a customer-first mindset; identify service gaps and implement strategies to improve satisfaction and streamline service delivery.
•Evaluate service performance metrics, customer feedback, and industry trends to drive process improvements and innovation.
•Manage resources, budgets, and performance KPIs; collaborate cross-functionally and resolve complex escalated customer concerns with urgency and empathy.

Key Requirements

•10+ years leading people in contact center/operations management with results and process improvement in large teams (100+ FTE).
•2+ years leading remote teams across multiple time zones.
•Working knowledge of customer experience metrics and KPIs such as CSAT, NPS, FCR, and Quality.
•5+ years experience in customer service leadership in a contact center environment.
•Experience working with call center or CRM technologies and the ability to motivate and influence performance.

Skills:LeadershipCommunicationRelationship buildingStrategic thinkingCrisis management

Tech Stack:CRMCall centerWFM

Company Brief

Thumbtack

Industry: Online Marketplaces

Company Size: Enterprise (1,001+ employees)

Growth: Scaleup

Headquarters: San Francisco, United States

Founded: 2008

Website LinkedIn