Service Advocate

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

Provide best-in-class support for Thumbtack professionals and customers across phone, chat, SMS, and email. Resolve inquiries accurately by applying deep knowledge of Thumbtack products, policies, and refund processes, while focusing on solutions and customer experience. Handle a high volume of inbound requests daily, meet productivity, quality, customer satisfaction, and resolution-rate targets, and continuously improve KPIs, guidelines, and processes through coaching and team collaboration.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
Thumbtack
Thumbtack
5 months ago

Service Advocate

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI
Last checked: 14 hours agoStatus: Live
Reposted: similar role first listed 1 year ago

Job Summary

Provide best-in-class support for Thumbtack professionals and customers across phone, chat, SMS, and email. Resolve inquiries accurately by applying deep knowledge of Thumbtack products, policies, and refund processes, while focusing on solutions and customer experience. Handle a high volume of inbound requests daily, meet productivity, quality, customer satisfaction, and resolution-rate targets, and continuously improve KPIs, guidelines, and processes through coaching and team collaboration.
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 through training and onboarding.
  • •Handle 30-40 inbound requests daily across phone, chat, SMS, and email to determine the best solutions.
  • •Support professionals and customers by focusing on solutions and guiding them to maximize engagement and experience.
  • •Meet or exceed monthly productivity, quality, customer satisfaction, and resolution rate targets and improve related KPIs, guidelines, and processes.
  • •Process refund and email tickets accurately by understanding Thumbtack policies and recent updates.

Key Requirements

  • •1+ year experience in a customer service-driven role (BPO, shared services, or related industry).
  • •Experience working in a multi-channel environment (Voice, Chat, Email); voice experience is a must.
  • •Excellent English verbal and written communication skills.
  • •Expert de-escalation and conflict resolution skills.
  • •Ability to work all shifts (including daytime, mid-day, and graveyard), weekends, and some holidays.
Experience:1+ yearsBPOShared servicesCustomer service
Skills:Customer-focusedDe-escalationConflict resolutionCritical thinkingAdaptability
Languages:English
Tech Stack:EmailChatSMSPhoneKnowledge baseOnline tools

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