Customer Success Specialist (WFH/Remote)

A home is the biggest investment most people make, and yet, it doesn’t come with a manual. That's why we’re building the only app homeowners need to effortlessly manage their homes — knowing what to do, when to do it, and who to hire. With Thumbtack, millions of people care for what matters most, and pros earn billions of dollars through our platform. And as one of the fastest-growing companies in a $600B+ industry — we must be doing something right.

We are driven by a common goal and the deep satisfaction that comes from knowing our work supports local economies, helps small businesses grow, and brings homeowners peace of mind. We’re seeking people who continually put our purpose first: advocating for pros and customers, embracing change, and choosing teamwork every day.

At Thumbtack, we're creating a new era of home care. If making an impact and the chance to do good inspires you, join us. Imagine what we’ll build together.

Thumbtack by the Numbers

• Available nationwide in every U.S. county
• Over 85 million projects started on Thumbtack
• More than 11 million 5-star reviews and counting
• Pros earn billions on our platform
• 1000+ employees
• $3.2 billion valuation (June, 2021)

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 upselling or cross-selling exposure, preferably in the BPO or Shared Services industry
• Proven experience in high-volume sales with a track record of meeting or exceeding quotas. You prioritize converting customer requests and driving revenue while delivering an exceptional customer experience.
• English proficiency
• Have a collaborative attitude to share techniques and success with the team
• Prospecting and Pipeline Management experience

Bonus points if you have

• Previous experience with, or interest in learning about Home Services in the US is a plus.
• Marketing or advertising sales experience
• Salesforce experience
• Google Suite experience

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