Premier Support Advocate, Thumbtack
Bilingual (Spanish-English)
$37.4-51.4k
Local services marketplace app
Be an early applicant
Local services marketplace app
1001+ employees
Be an early applicant
$37.4-51.4k
1001+ employees
Company mission
Thumbtack's mission is to help homeowners care for their homes, all the way from minor retouching to fundamental remodelling projects.
Role
Who you are
- Bilingual and professional Spanish proficiency
- 2+ years experience in a customer service driven role, preferably in a call center environment (but not required)
- Self-motivated and detail oriented
- Stellar communication and de-escalating skills
- Ability to maintain a high level of customer focus in a variety of complicated situations while equally considering the customer and company needs
- Proven history of consistently meeting attendance and performance expectations
What the job involves
- As a Premier Support Advocate, on our Spanish support team, you bring our Thumbtack mission to life
- This is a US remote, individual contributor role, reporting directly to a Team Manager on our Spanish team
- By handling inbound requests, in Spanish, through our users' different channels (phone, chat, SMS, and email), you navigate the challenges of account changes, profile updates, billing inquiries, website and app assistance, and retention while ensuring a high-quality, high-quality, low-effort experience for the caller
- Our best customer support representatives are enthusiastic individuals who thrive in a fast-paced environment that balances technology and human empathy to build customer trust and loyalty
- Conflict resolution and negotiation skills are a must as you actively listen to our callers' concerns to offer a unique and innovative solution to each problem or complaint that comes your way
- You are the voice of Thumbtack on the front lines!
- Partner with our Spanish pros and customers by listening to their needs and providing the best solutions - you’re the expert!
- Maintain excellent knowledge of Thumbtack’s products and services
- Participate in 30-40 Phone, SMS, or Chat consultations a day with our Spanish users to determine the best solution to get jobs done and grow small businesses
- Troubleshoot and resolve customer inquiries with effective problem-solving and de-escalating skills while building a relationship with the caller
- Maintain high-performance metrics including quality, adherence, efficiency, customer satisfaction, and net promoter scores
- Continuously look for areas of improvement and communicate trends to the appropriate parties
- Engage with team members through weekly development sessions, training, and support interactions that help build each other
Our take
ThumbTack is a local services marketplace app that pairs customers with skilled professionals. Instead of simply searching for a professional, users provide ThumbTack with details of the job they need completing and the professionals then pitch their services to the potential customer using credits. ThumbTack makes its money by charging the professional for these credits.
It positions itself as something a little different in a saturated local services space that is dominated by companies like Angie’s List, TaskRabbit, Yelp, eBay, and Amazon. It also focuses on a broad range of professionals, from traditional home services like electricians and painters to photographers, personal trainers, and birthday party magicians.
The COVID-19 pandemic saw a boost in business for ThumbTack as more people stayed at home and made changes to their properties, increasing the demand for home professionals. In fact, after 2019, the company doubled in value to $3.2 billion with its 2021 raise. Since its 2024 funding round, its updated app has 30 new features, and the company is partnering with the likes of trade-powering platform and Unicorn ServiceTitan, indicating Thumbtack's sustained sway in the market.
Freddie
Company Specialist at Welcome to the Jungle
Insights
-5% employee growth in 12 months
Company
Funding (last 2 of 9 rounds)
Jun 2021
$275m
LATE VC
Jul 2019
$150m
SERIES F
Total funding: $699.4m
Company benefits
- Parental leave
- Health insurance
- Community matters | Sure, our ways of connecting have changed. But we haven’t missed a beat, from virtual concerts to “TTversary” celebrations to weekly catch-ups
- Always be improving | We bring out the best in our colleagues — and our product — by pushing each beyond what we believe we’re capable of. We give honest feedback, even when it’s hard
- Wellness is a way of life | We promote balance with generous PTO and company-wide holidays — and find our centers every Wellness Wednesday with yoga featuring a Thumbtack pro
- A worthy mission | In a world where tech is often seen as eroding good jobs, we’re helping small business owners thrive. Our product makes entrepreneurship accessible to everyone
- Driven by our values | Our values are the compass by which we make all our decisions. Each one matters: Lead with why, Make it count, Own it, Choose teamwork, and Say what you mean
- Plus, amazing benefits | All the benefits you’d expect, plus a few more: generous parental and fertility benefits, $1800 for Thumbtack services per year and a $1200 remote work stipend
- Virtual-first working model coupled with quarterly in-person events and Camp Thumbtack
- 20+ company-wide holidays including two week-long shutdowns
- Libraries (collaborative workspaces) in San Francisco, Salt Lake City, Toronto, and Manila
- Cell phone and WiFi reimbursements
- Subscriptions and Employee Assistance Program for mental health and well-being
Company HQ
SoMa, San Francisco, CA
Leadership
Marco Zappacosta
(Co-Founder & CEO)Having studied at Columbia University, Marco co-founded Thumbtack in August 2008. He has served as CEO since January 2009.
Jonathan Swanson
(Co-Founder & Chairman)Jonathan started his career creating financial market reports for the White House before co-founding Thumbtack in 2008. Currently Founder at Powerset and Athena.
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