Thumbtack

2 months ago

Experiments Specialist

✓ 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

Serve as a frontline Experiments Team expert, supporting customers and pros while pressure-testing and scaling new service models. Manage end-to-end cases across phone, email, chat, and SMS; learn experiment tools quickly; implement and refine workflows; and surface real-time, data-driven insights to Product, Engineering, Operations, and Trust & Safety. Maintain KPI performance and help define what “great” looks like in emerging support experiences.

Location: Philippines

Workplace: Remote

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Mid level

Key Responsibilities

•Deliver best-in-class service via phone, email, chat, and text with empathetic, thoughtful interactions aligned to company values.
•Master experiment tools and processes and support users accurately and confidently.
•Implement and pressure-test project-specific workflows and service strategies, iterating based on what works.
•Provide real-time feedback and data-driven recommendations to product, operations, and support teams to improve tools, policies, and user experiences.
•Collaborate cross-functionally with Product, Engineering, Operations, and Trust & Safety and maintain KPI excellence for experiment-specific goals.

Key Requirements

•3+ years of experience in customer support, success, or service-focused roles.
•Excellent written and verbal communication skills.
•Ability to work 40 hours per week, including evenings, weekends, and holidays as needed.
•Self-motivated with a high degree of ownership, accountability, and a strong growth mindset.
•Bonus points for technical writing or documentation experience to support rollout of new workflows.

Experience:3+ yearsHigh-growthExperimental service environmentsCustomer support

Skills:AdaptabilityCritical thinkingCustomer obsessionConsultative approachOwnershipAccountabilityGrowth mindsetCollaborationProblem-solvingCommunication

Tech Stack:Salesforce (SFDC)GenesysSpreadsheetsCollaborative docsSalesforce

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

2 months ago

Experiments Specialist

✓ 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: Customer Support (Service Desk)

Seniority: Mid level

Key Responsibilities

•Deliver best-in-class service via phone, email, chat, and text with empathetic, thoughtful interactions aligned to company values.
•Master experiment tools and processes and support users accurately and confidently.
•Implement and pressure-test project-specific workflows and service strategies, iterating based on what works.
•Provide real-time feedback and data-driven recommendations to product, operations, and support teams to improve tools, policies, and user experiences.
•Collaborate cross-functionally with Product, Engineering, Operations, and Trust & Safety and maintain KPI excellence for experiment-specific goals.

Key Requirements

•3+ years of experience in customer support, success, or service-focused roles.
•Excellent written and verbal communication skills.
•Ability to work 40 hours per week, including evenings, weekends, and holidays as needed.
•Self-motivated with a high degree of ownership, accountability, and a strong growth mindset.
•Bonus points for technical writing or documentation experience to support rollout of new workflows.

Experience:3+ yearsHigh-growthExperimental service environmentsCustomer support

Skills:AdaptabilityCritical thinkingCustomer obsessionConsultative approachOwnershipAccountabilityGrowth mindsetCollaborationProblem-solvingCommunication

Tech Stack:Salesforce (SFDC)GenesysSpreadsheetsCollaborative docsSalesforce

Company Brief

Thumbtack

Industry: Online Marketplaces

Company Size: Enterprise (1,001+ employees)

Growth: Scaleup

Headquarters: San Francisco, United States

Founded: 2008

Website LinkedIn