Manager I, Service

Thumbtack
Philippines
Workplace: RemoteFull timeFunction: Solutions Engineering & Sales EngineeringSkills: ["Leadership","Coaching","Communication","Collaboration","Continuous improvement"]

Lead and manage a team of Customer Support Specialists to deliver best-in-class support for Thumbtack professionals. Drive performance and quality by monitoring KPIs, handling escalations, and ensuring adherence to service standards and policies. Coach and develop team members through regular feedback and development plans, foster an inclusive culture, and collaborate cross-functionally to resolve issues, improve workflows, and support continuous operational improvements.

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Thumbtack
Thumbtack
11 months ago

Manager I, Service

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

Job Summary

Lead and manage a team of Customer Support Specialists to deliver best-in-class support for Thumbtack professionals. Drive performance and quality by monitoring KPIs, handling escalations, and ensuring adherence to service standards and policies. Coach and develop team members through regular feedback and development plans, foster an inclusive culture, and collaborate cross-functionally to resolve issues, improve workflows, and support continuous operational improvements.
Location: Philippines
Workplace: Remote
Employment Type: Full time
Job Function: Solutions Engineering & Sales Engineering
Seniority: Manager level

Key Responsibilities

  • •Lead, coach, and develop team members through regular 1:1s, huddles, calibrations, and personalized development plans.
  • •Drive team performance and quality by monitoring KPIs, addressing performance issues, managing escalations, and ensuring policy and service-standard adherence.
  • •Foster an inclusive, high-trust culture aligned with Thumbtack values and psychological safety.
  • •Communicate clearly by cascading updates, goals, and company programs to maintain alignment across the team.
  • •Collaborate cross-functionally (Operations, Training, QA, Workforce Management, Analytics, and HR) to resolve issues and improve workflows.

Key Requirements

  • •At least 4 years of professional experience in the BPO, shared services, or similar industry, including 3 years in a leadership capacity.
  • •Experience working and managing both voice and non-voice support accounts (SMS, Chat, and Email).
  • •Experience leading teams with sales and customer service focus metrics such as CSAT, Sales, AHT, and Quality.
  • •Experience supporting and resolving issues in online marketplaces, communities, e-commerce, and/or consumer/app products.
  • •Comfort communicating effectively in English.
Experience:BPOShared servicesOnline marketplacesE-commerceConsumer/app products
Skills:LeadershipCoachingCommunicationCollaborationContinuous improvement
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