Premier Service Advocate, Spanish Speaking

Thumbtack
United States
Workplace: RemoteFull timeFunction: Administration & Executive AssistanceExperience: 2+ yearsSkills: ["Conflict resolution","Communication","De-escalation","Customer focus","Problem-solving"]

Handle Spanish-language inbound customer and professional requests for account changes, profile updates, billing inquiries, and help with Thumbtack’s website/app. Resolve issues through phone, chat, SMS, and email while de-escalating conflicts and delivering a warm, high-quality “white glove” experience. Maintain quality and performance metrics (including customer satisfaction and NPS), troubleshoot problems, and share improvement trends through ongoing training and team sessions.

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Thumbtack
Thumbtack
8 months ago

Premier Service Advocate, Spanish Speaking

✓ 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 11 months ago

Job Summary

Handle Spanish-language inbound customer and professional requests for account changes, profile updates, billing inquiries, and help with Thumbtack’s website/app. Resolve issues through phone, chat, SMS, and email while de-escalating conflicts and delivering a warm, high-quality “white glove” experience. Maintain quality and performance metrics (including customer satisfaction and NPS), troubleshoot problems, and share improvement trends through ongoing training and team sessions.
Location: United States
Workplace: Remote
Employment Type: Full time
Job Function: Administration & Executive Assistance
Seniority: Mid level

Key Responsibilities

  • •Handle Spanish-language inbound requests across phone, chat, SMS, and email.
  • •Provide solutions for account changes, profile updates, billing inquiries, and website/app assistance.
  • •Troubleshoot and resolve customer inquiries while de-escalating and maintaining trust and loyalty.
  • •Maintain performance metrics including quality, adherence, efficiency, customer satisfaction, and NPS.
  • •Participate in training and weekly development sessions and communicate improvement trends to the right parties.

Key Requirements

  • •Bilingual, professional Spanish proficiency.
  • •2+ years of experience in a customer service-driven role, preferably in a call center environment.
  • •Ability to de-escalate conflicts and provide stellar communication.
  • •Self-motivated, detail-oriented, and able to maintain strong customer focus in complex situations.
  • •Consistently meet attendance and performance expectations.
Experience:2+ yearsCustomer supportCall center
Skills:Conflict resolutionCommunicationDe-escalationCustomer focusProblem-solving
Languages:SpanishPortuguese
Tech Stack:PhoneSMSChatEmail

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