Customer Service Advocate – Multi-Channel Support

🕒 July 28

🇵🇭 Philippines – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

💝 Customer Support

🚫👨‍🎓 No degree required

👻 Ghost score 33%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Thumbtack

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🏪 Marketplace

☁️ SaaS

💰 $75M Debt Financing - Thumbtack on 2024-07

Marketplace • SaaS

Thumbtack is an online marketplace that connects homeowners with local service professionals for home maintenance, repairs, remodeling, and other home projects. The platform lets customers describe projects in their own words, browse local pros across many trades (e. g. , cleaners, handymen, plumbers, electricians, painters, HVAC, contractors, landscapers), view reviews and cost estimates, message pros without sharing contact details until messaging, and offers a guarantee up to $2,500 if a job isn't done as agreed. Thumbtack provides consumer-facing apps and a separate pro-focused experience with resources, community, and tools for professionals to manage leads and reviews. It covers every county in the U. S. and emphasizes project guides, cost guides, and home maintenance plans.

📋 Description

• Provide support to professionals and customers through phone, chat, SMS, email, and refund channels • Handle 30–40 inbound requests daily • Determine the best solutions to help users complete jobs and help small businesses grow • Maintain excellent knowledge of Thumbtack products and services after training and onboarding • Guide professionals to maximize engagement and their experience with Thumbtack • Meet or exceed monthly productivity, quality, customer satisfaction, and resolution-rate targets • Improve KPIs, guidelines, and processes • Maintain a deep understanding of Thumbtack policies and stay current on policy changes • Process refund and email tickets effectively • Participate in coaching sessions, team meetings, team-building activities, and team/company events

🎯 Requirements

• 2+ year experience in a customer service-driven role, such as BPO, shared services, or related industry • Experience working in a multi-channel Voice, Chat, and Email environment • Voice experience is required • Excellent English verbal and written communication skills • Expert de-escalation and conflict resolution skills • Adaptability and resilience for handling complex interactions and frequent change • Willingness to work all shifts, including daytime, mid-day, and graveyard shifts • Must be available to work weekend days and some holidays • Excellent critical and analytical thinking skills, or ability to assimilate varied information and make logical and consistent decisions • Comfortable navigating multiple systems, including email, knowledge base, phone, and chat • Must currently reside in the Philippines • Must be authorized to work in the Philippines

🏖️ Benefits

• Training and onboarding program • Coaching sessions • Team meetings and team-building activities • Team and company events • Equal opportunity workplace • Reasonable accommodation for individuals with disabilities