Social Media Support Operations Manager, Thumbtack

• Relevant Experience and Education: 2-4 year relevant experience demonstrating leadership in Social Media and/OR Customer Support required. Trust and Safety experience is an additional bonus. High school diploma or equivalent required
• Communication Skills: Advanced proficiency in spoken and written English and bonus points if you are fluent in Spanish. Proven competence in engaging diverse audiences, including customers, internal teams, and cross-functional partners
• Problem-Solving and Adaptability: Exceptional problem-solving and strategic thinking skills, with the ability to work independently and adapt to shifting priorities
• Collaboration and Resilience: Strong collaboration skills, self-motivated, resilient, and adaptable. Strong sense of urgency and ownership
• Program Management: Experience perpetuating structures, systems, and processes that build toward efficiency and high quality user experience

Desirable

• As a Social Media Manager, you will support your team in representing the Thumbtack brand publicly through social media channels as a partner to our customers
• Your goal is to guide your team in answering their questions and ensure they feel heard via our public channels
• As a people leader, you will impact and guide team strategy while supporting your team
• You will have a strong focus on caring for your team members while focusing on the end user as well
• You’ll work collaboratively with multiple teams across Thumbtack
• Brand Reputation Management: Support the team to efficiently respond to comments and complaints via social media platforms, including Facebook, X, Instagram, Glassdoor, app store reviews, BBB, Linkedin, and additional review websites
• Support Mindset: Identify issues, trends, and common problems facing our users; while maintaining knowledge of the Thumbtack platform to assist customers in resolving their concerns. Triage escalated concerns and collaborate on sensitive issues. Escalate issues to other departments and leaders when necessary
• High Levels of Initiative and Accountability: Showcase flexibility to take on a wide range of projects with ownership
• Leadership: Grow, develop, and manage a high performing team
• Collaboration: Build and maintain interdepartmental relationships
• Vendor Management and Relationships: Work closely with social media vendors to ensure accuracy within the tools and with the focus on an efficient process and procedure to interact with our end users