Service Team Manager

Thumbtack
Philippines
Workplace: RemoteFull timeFunction: Administration & Executive AssistanceExperience: 4+ yearsSkills: ["Leadership","Coaching","Communication","Continuous improvement","Stakeholder collaboration"]

Lead a team of Service Advocates to deliver best-in-class support to professionals contacting Thumbtack Service & Support. Own team smooth operations by driving KPIs and individual targets, managing escalations, coaching and developing teammates through regular 1:1s, and ensuring policy adherence. Build a high-trust, inclusive culture and partner cross-functionally across Operations, Training, QA, Workforce Management, Analytics, and HR to improve workflows and operational efficiency.

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Thumbtack
Thumbtack
7 months ago

Service Team Manager

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

Job Summary

Lead a team of Service Advocates to deliver best-in-class support to professionals contacting Thumbtack Service & Support. Own team smooth operations by driving KPIs and individual targets, managing escalations, coaching and developing teammates through regular 1:1s, and ensuring policy adherence. Build a high-trust, inclusive culture and partner cross-functionally across Operations, Training, QA, Workforce Management, Analytics, and HR to improve workflows and operational efficiency.
Location: Philippines
Workplace: Remote
Employment Type: Full time
Job Function: Administration & Executive Assistance
Seniority: Manager level

Key Responsibilities

  • •Lead, coach, and develop team members through regular 1:1s, huddles, calibrations, and ongoing feedback.
  • •Drive performance and quality by monitoring KPIs, managing escalations, and ensuring consistent adherence to policies and service standards.
  • •Foster an inclusive, high-trust culture reflecting Thumbtack values and supporting psychological safety.
  • •Communicate updates and goals clearly and consistently to maintain alignment across the team.
  • •Collaborate cross-functionally and manage core people operations, including performance reviews, compensation discussions, coaching documentation, and accurate timekeeping.

Key Requirements

  • •At least 4 years of professional experience in BPO, shared services, or a similar industry, with 3 years in a leadership capacity.
  • •Experience working and managing both voice and non-voice support channels handling SMS, Chat, and Email contacts.
  • •Proven experience leading a team with sales and customer service focus metrics (e.g., CSAT, Sales, AHT, Quality).
  • •Experience supporting and resolving issues in online marketplaces, communities, e-commerce, and/or consumer/app products.
  • •Fluency in English and willingness to work graveyard shifts, weekends, holidays, and rotating rest days.
Experience:4+ yearsBPOShared servicesE-commerceConsumer appsOnline marketplaces
Skills:LeadershipCoachingCommunicationContinuous improvementStakeholder collaboration
Languages:English
Tech Stack:SalesforceTeleopti

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