freehire launches on Product Hunt on 26 August.

Follow →

thumbtack

Discussion

Premier Service Advocate (Multi-Channel Support)

Open 61d posting dated 4 weeks ago

Thumbtack helps millions of people confidently care for their homes.

Thumbtack is the one app you need to take care of and improve your home — from personalized guidance to AI tools and a best-in-class hiring experience. Every day in every county of the U.S., people turn to Thumbtack to complete urgent repairs, seasonal maintenance and bigger improvements. We help homeowners know which projects to do, when to do them and who to hire from our growing community of 300,000 local service businesses. If making an impact inspires you, join us. Imagine what we’ll build together.

About the Service Operations Team

The Thumbtack Service Operations Team brings the Thumbtack mission to life! We focus on providing a great experience to our users by building customer loyalty and helping professionals grow their business. Service Advocates are responsible for managing the user journey by providing the best solution for each individual- both pro and customer. We focus on providing a great experience to our users through consistent, quality, and efficient Email, Refund, Chat, SMS, and Voice support. To be successful, it’s important that our advocates prioritize the most important work first in order to navigate our fast-paced service environment.

About the Role

The Service Advocate creates user experiences that are simple, valuable, and inspired. They are responsible for making sure that all professionals get best-in-class support whenever they contact Thumbtack Support Operations by addressing their concerns correctly and accurately, you will help set our professionals up for success.

What you’ll do

  • Maintain excellent knowledge of Thumbtack’s products and services after completing our training and onboarding program

  • Participate in 30-40 inbound requests through the different channels (phone, chat, SMS, and email) daily with our users to determine the best solution to get jobs done and grow small businesses

  • Obsess over customers and professionals by constantly focusing on solutions and guiding professionals to maximize their engagement and experience with Thumbtack

  • Demonstrate accountability by meeting/exceeding monthly productivity, quality, customer satisfaction, and resolution rate targets and finding ways to improve KPIs, guidelines, and processes

  • Maintain a deep understanding of the Thumbtack policies and keep abreast of recent changes and new additions to the policy in order to process refund and email tickets effectively

  • Contribute as a team member by engaging in coaching sessions, team meetings, team-building activities, and other team and company events

In order to be successful, you must bring

  • Customer-obsessed with an understanding of what it takes to provide a great experience

  • 2+ year experience in a customer service-driven role- BPO, shared services, related industry

  • Experience working in a multi-channel (Voice, Chat, Email) environment. Voice experience is a must! Excellent English verbal and written communication skills

  • Expert de-escalation and conflict resolution skills

  • Adaptability and resilience for handling complex interactions and frequent change

  • Willingness to work all shifts including daytime, mid-day, and graveyard shifts. Must be available to work weekend days and some holidays.

  • Excellent critical and analytical thinking skills or the ability to assimilate a variety of information and make logical/consistent decisions

  • Comfortable navigating multiple systems (email, knowledge base, phone, chat, etc.) and getting up to speed quickly with our online tools

Actual offered salaries will vary and will be based on various factors, such as calibrated job level, qualifications, skills, competencies, and proficiency for the role.

Thumbtack embraces diversity. We are proud to be an equal opportunity workplace and do not discriminate on the basis of sex, race, color, age, pregnancy, sexual orientation, gender identity or expression, religion, national origin, ancestry, citizenship, marital status, military or veteran status, genetic information, disability status, or any other characteristic protected by federal, provincial, state, or local law. We also will consider for employment qualified applicants with arrest and conviction records, consistent with applicable law.

Thumbtack is committed to working with and providing reasonable accommodation to individuals with disabilities. If you would like to request a reasonable accommodation for a medical condition or disability during any part of the application process, please contact: recruitingops@thumbtack.com.

For information about how Thumbtack collects, uses, and shares personal information about job applicants, please see our Job Applicant Privacy Policy.

We put as much craftsmanship into candidate safety as we do into the hiring experience itself. While scammers may try to impersonate our team, we’ll never ask you for money, banking info, or SSNs during hiring. Check out our blueprint on how to spot the fakes.

Show

What this application asks

ashby

Name, Email, Resume

  • Phone
  • Cover Letter upload · optional
  • LinkedIn Profile optional
  • Website optional
  • Please run a speed test via tack.speedtestcustom.com and paste below the link to the result.
  • Tell us a bit about your customer service experience in BPO, Shared Services, or related industries. (Required) choose one
  • Have you had multi-channel experience before? choose one
  • Do you have experience supporting US home services? yes / no
  • If selected, would you be available to start in September 2026? yes / no
  • Have you worked in Thumbtack Philippines before? If yes, please specify your role and the dates of your employment.
  • Do you have any relatives or any person that you are in a familial relationship with who is currently employed or has an active application at Thumbtack? If yes, indicate the name of the employee/s or applicant/s (please indicate the job they applied to) and the nature of your relationship with them.
  • By joining Thumbtack, would there be any conflict of interest with your current or last employer or employment agreement (this includes non-compete clause, dual corporate/freelance employment, similar business, etc.)? If yes, please elaborate below.
  • By ticking the box/signing and submitting your application, you explicitly and unambiguously consent to the collection, processing, and storage of your personal data by TSSP for the purposes described in this Privacy Notice. choose one
  • This role is open only to candidates who are currently residing anywhere in the Philippines. Are you authorized to work in the said country? yes / no
  • Thumbtack currently supports remote work in a number of locations across the United States, Ontario and the Philippines. Using the drop down list below, please select the location you intend to work from. If you are not currently located in or able to work from a location listed below, please select "Location not listed." choose one
  • If you selected "Location not listed" above, please use the text box below to let us know where you intend to work from. optional
  • Please run a speed test via tack.speedtestcustom.com and paste below the link to the result. written answer
  • This role is open only to candidates who are currently residing anywhere in the Philippines. Are you authorized to work in the said country? yes / no
  • Have you worked in Thumbtack Philippines before? If yes, please specify your role and the dates of your employment.
  • Do you have any relatives or any person that you are in a familial relationship with who is currently employed or has an active application at Thumbtack? If yes, indicate the name of the employee/s or applicant/s (please indicate the job they applied to) and the nature of your relationship with them.Note: Failure to disclose this information in this application form may affect your candidacy for this role, or can be a cause of corrective action as indicated in our discipline manual, once hired.
  • By joining Thumbtack, would there be any conflict of interest with your current or last employer or employment agreement (this includes non-compete clause, dual corporate/freelance employment, similar business, etc.)? If yes, please elaborate below. written answer

See also

14,162 jobs
Remote APAC jobs
19,360 jobs
Unicorns jobs
66,930 jobs
H-1B sponsor history jobs
18,704 jobs
Remote Worldwide jobs
51,075 jobs
JavaScript jobs
70,556 jobs
TypeScript jobs
179,016 jobs
Python jobs
60,593 jobs
React jobs
8,317 jobs
Go jobs
261,435 jobs
Senior-Level jobs

Tailor your CV for this role?

We couldn't check your fit for this role — add a CV to your profile to see it next time.

A new version of freehire is available