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

• Lead, mentor, and develop Service Advocates through regular one-on-one meetings, huddles, and calibration sessions.

• Design tailored development plans and offer continuous feedback.

• Oversee KPIs, resolve performance challenges, manage escalations, and ensure compliance with policies and service standards.

• Cultivate an inclusive, high-trust culture that reflects Thumbtack’s values.

• Clearly and consistently communicate updates, objectives, and company initiatives.

• Collaborate with Operations, Training, Quality Assurance, Workforce Management, Analytics, and Human Resources.

• Handle performance evaluations, compensation discussions, coaching documentation, and maintain accurate time records.

• Identify trends, enhance KPIs and processes, and participate in projects aimed at boosting operational efficiency and team effectiveness.

• Minimum of 4 years of professional experience in the BPO, shared services, or related field.

• At least 3 years of experience in a leadership role.

• Experience managing voice and non-voice accounts that include SMS, chat, and email interactions.

• Proven experience leading teams to achieve CSAT, Sales, AHT, and Quality metrics.

• Background in supporting online marketplaces, communities, e-commerce, or consumer/app products.

• Strong communication skills in English.

• Willingness to work during graveyard shifts, holidays, weekends, and rotating rest days.

• Ability to thrive in a fast-paced tech startup environment.

• Experience in project management.

• Knowledge and/or training in Lean or Six Sigma process improvement methodologies.

• Background and/or training in COPC.

• Familiarity with Salesforce and Teleopti is a plus.

• Must be currently residing in the Philippines and authorized to work there.

• Equal opportunity workplace.

• Reasonable accommodation for individuals with disabilities.

• Resources for candidate safety and hiring support.

Service Team Manager

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