Premier Service Advocate – Multi-Channel Support

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Maintain a comprehensive understanding of Thumbtack’s products and services following the completion of our training and onboarding program.

• Handle 30-40 inbound requests daily across various channels (phone, chat, SMS, and email) to identify the best solutions for completing tasks and assisting small businesses in their growth.

• Prioritize customer and professional satisfaction by focusing on solutions and guiding professionals to enhance their engagement and overall experience with Thumbtack.

• Show accountability by achieving or surpassing monthly targets for productivity, quality, customer satisfaction, and resolution rates while seeking opportunities to improve KPIs, guidelines, and procedures.

• Maintain a thorough understanding of Thumbtack's policies and stay updated on recent changes and new additions to effectively manage refund and email ticket processing.

• Actively participate as a team member by engaging in coaching sessions, team meetings, team-building events, and other company initiatives.

⛳️ Requirements

• Passionate about customer satisfaction with a clear understanding of how to deliver an exceptional experience.

• Minimum of 2 years of experience in a customer service-oriented role, such as BPO, shared services, or a related industry.

• Experience in a multi-channel environment (Voice, Chat, Email) is essential, with a strong emphasis on voice communication. Excellent verbal and written communication skills in English are required.

• Proficient in de-escalation and conflict resolution techniques.

• Ability to adapt and show resilience when managing complex interactions and navigating frequent changes.

• Availability to work various shifts, including daytime, mid-day, and overnight shifts, as well as weekends and some holidays.

• Strong critical and analytical thinking skills, with the ability to synthesize diverse information and make logical, consistent decisions.

• Comfortable using multiple systems (email, knowledge base, phone, chat, etc.) and quickly learning our online tools.

🏝️ Benefits

• Thumbtack embraces diversity. We are proud to be an equal opportunity workplace and do not discriminate based on 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.

• Thumbtack is dedicated to collaborating with and providing reasonable accommodations to individuals with disabilities.