Thumbtack

5 months ago

Service Team Manager

✓ 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 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

Website LinkedIn

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Thumbtack

5 months ago

Service Team Manager

✓ 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: 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

Industry: Online Marketplaces

Company Size: Enterprise (1,001+ employees)

Growth: Scaleup

Headquarters: San Francisco, United States

Founded: 2008

Website LinkedIn