Customer Success Specialist

Thumbtack
Philippines
Workplace: RemoteFull timeFunction: Customer Support (Service Desk)Experience: 1-2 yearsSkills: ["Empathy","Problem-solving","De-escalation","Communication","Collaboration"]

Handle inbound and outbound customer inquiries through phone, chat, SMS, and email, building trust and loyalty while resolving service requests. Manage high-volume calls, maintain product and industry expertise, and proactively follow up to ensure satisfaction. Identify opportunities to cross-sell services and support recovery/expansion programs while meeting performance metrics including revenue, quality, efficiency, customer satisfaction, and NPS. Collaborate with peers through training and coaching.

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FursaFursa
Thumbtack
Thumbtack
1 year ago

Customer Success Specialist

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

Job Summary

Handle inbound and outbound customer inquiries through phone, chat, SMS, and email, building trust and loyalty while resolving service requests. Manage high-volume calls, maintain product and industry expertise, and proactively follow up to ensure satisfaction. Identify opportunities to cross-sell services and support recovery/expansion programs while meeting performance metrics including revenue, quality, efficiency, customer satisfaction, and NPS. Collaborate with peers through training and coaching.
Location: Philippines
Workplace: Remote
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Entry level

Key Responsibilities

  • •Handle customer requests via phone, chat, SMS, and email, navigating service inquiries and related needs.
  • •Manage at least 55 inbound and outbound calls daily with empathy, effective problem-solving, and de-escalation skills.
  • •Stay up to date on Thumbtack offerings and industry best practices to provide accurate recommendations.
  • •Identify cross-sell opportunities and communicate trends or improvement areas to drive revenue growth.
  • •Follow up proactively through SMS or email and meet performance metrics including revenue, quality, efficiency, customer satisfaction, and NPS.

Key Requirements

  • •At least 1–2 years of customer service experience, with at least 6 months of outbound sales or outbound collections exposure (preferably in BPO or Shared Services).
  • •Proven experience in high-volume sales and/or collections with a track record of meeting or exceeding quotas.
  • •Excellent English communication skills for engaging customer interactions and proactive support.
  • •A collaborative attitude to share techniques and successes with the team.
  • •Prospecting and pipeline management experience.
Experience:1-2 yearsBPOShared servicesCollectionsHigh-volume sales
Skills:EmpathyProblem-solvingDe-escalationCommunicationCollaboration
Languages:English

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