Sr. Premier Support Advocate - Bilingual (English-Spanish)

About the Service & Support Team

We are a global team of service advocates providing frontline service to our Thumbtack users. Our commitment to our users is that we will provide fast, reliable and helpful service through proactive and responsive channels including phone, sms, chat and email.

About the Role

As a Sr. Premier Support Advocate, you bring our Thumbtack mission to life! By handling inbound requests 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!

Responsibilities

• Partner with our 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 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
• 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

What you'll need

If you don't think you meet all of the criteria below but still are interested in the job, please apply. Nobody checks every box, and we're looking for someone excited to join the team.

• Fluent verbal and written communication in Spanish and English.
• Action-oriented - Taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm. Asks the right questions to analyze situations accurately, uncovers root causes of complex problems, and evaluates pros and cons, risks, and benefits of different solution options.
• Resourcefulness - Using resources effectively and efficiently to get things done.
• Drives Results - Consistently achieving results, even under challenging circumstances

Bonus points if you have

• Collaborates - Building partnerships and working collaboratively with others to meet shared objectives
• Demonstrates self-awareness - Using a combination of feedback and reflection to gain productive insight into personal strengths and weaknesses.
• Multi-tasking - ability to handle multiple transactions to meet the required productivity or service levels.

Thumbtack is a virtual-first company, meaning you can live and work from any one of our approved locations across the United States, Canada or the Philippines.* Learn more about our virtual-first working model here. #LI-Remote

For candidates living in the US, the expected hourly wage for this role is currently $22.50 - $26.00 per hour. Actual offered wages will vary and will be based on various factors, such as calibrated job level, qualifications, skills, competencies, and proficiency for the role.