Return to jobs
Join Thumbtack as a Customer Success Specialist to make an impact in the home improvement industry across the US.
Overview
Salary
No salary declared 😔
Location
Remote, Philippines
Nomad Friendly?
Expires
Expires at anytime
Organisation summary
Thumbtack, a dynamic app enabling millions to take control of their home maintenance, offers personalized guidance, AI tools and a best-in-class hiring experience. We guide homeowners on project selections and scheduling, and facilitate hiring from our community of over 300,000 local service businesses. Here is an opportunity to make a substantial impact while building something remarkable together.
Role summary
- Deliver an outstanding customer experience for users while driving departmental goals.
- Handle customer inquiries across various channels including phone, chat, SMS, and email.
- Be proactive in identifying opportunities to sell additional products or services.
- Maintain top-notch metrics- revenue attainment, quality, efficiency and customer satisfaction.
Role requirements
- Minimum of 1–2 years of customer service experience with at least 6 months in outbound sales/collections.
- Track record of meeting/ exceeding sales quotas while providing exceptional customer experience.
- Proficiency in English with a collaborative mindset.
- Experience in pipeline management and salesforce usage.
- Interest in Home Services in the US and marketing or advertising experience.
Application process details
- Contacts for application process - recruitingops@thumbtack.com.
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 Role
As a Customer Success Specialist (CSS), you bring our Thumbtack mission to life! This is a part of our outbound sales and success efforts, where you would work specifically to resolve customer plans to service their homes. By handling customer requests through our users' different channels (phone, chat, SMS, and email), you navigate the challenges of customer needs, profile requests, and more specifically service inquiries. Our best representatives are enthusiastic individuals who thrive in a fast-paced revenue driving environment that builds customer trust, loyalty, and drive departmental goals.
The ideal candidate will have a proven track record in outbound and inbound sales efforts, with experience in recovery and expansion programs. Must also be adaptable in your sales pitch to meet customer and departmental needs.
Your Responsibilities
- Partner with our customers by listening to their needs and providing the best solutions - you’re the expert!
- Maintain excellent knowledge of Thumbtack’s products and services, as well as industry standards and best practices for home maintenance, improvement, and repair projects.
- Participate in at least 55 inbound and outbound calls per day with our users to determine the best solution to get jobs done.
- Successfully build rapport with the customers and be able to anticipate their needs
- Identify opportunities to cross-sell additional products or services to existing customers.
- Actively listen to customer concerns, have the ability to probe, and be able to provide recommendations when necessary.
- Troubleshoot and resolve customer inquiries with effective problem-solving and de-escalating skills while building a relationship with the caller.
- Proactively follow up with customers via SMS and/or email.
- Maintain high-performance metrics including revenue attainment, quality adherence, efficiency, customer satisfaction, and net promoter scores.
- Continuously look for areas of improvements that drive revenue and communicate trends to the appropriate parties.
- Make independent and insightful decisions while keeping the customer and company needs in mind.
- Engage with team members through weekly development sessions, training, and support interactions that help build each other.
To Be Successful, You Must Bring
- At least 1–2 years of customer service experience, with a minimum of 6 months of outbound sales or collections exposure, preferably in the BPO or Shared Services industry
- A proven track record in high-volume sales, consistently meeting or exceeding quotas by converting customer requests into opportunities while providing an exceptional customer experience.
- Proficiency in English.
- A collaborative mindset, with a willingness to share techniques and successes with the team.
- Experience in prospecting and pipeline management.
- Previous experience with, or interest in learning about Home Services in the US
- Marketing or advertising sales experience
- Salesforce experience
- Google Suite experience
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: [email removed - click apply for more details].
If you are a California resident, please review information regarding your rights under California privacy laws contained in Thumbtack’s Privacy policy available at https://www.thumbtack.com/privacy/.
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.
