Service Team Manager

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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

• Lead, coach, and develop Service Advocates through regular 1:1s, huddles, and calibrations. • Create personalized development plans and provide ongoing feedback. • Monitor KPIs, address performance issues, manage escalations, and ensure adherence to policies and service standards. • Foster an inclusive, high-trust culture aligned with Thumbtack’s values. • Cascade updates, goals, and company programs clearly and consistently. • Collaborate with Operations, Training, QA, Workforce Management, Analytics, and HR. • Manage performance reviews, compensation discussions, coaching documentation, and accurate timekeeping. • Identify trends, refine KPIs and processes, and contribute to projects improving operational efficiency and team effectiveness.

🎯 Requirements

• At least 4 years of professional experience in the BPO, shared services, or similar industry • At least 3 years of experience in a leadership capacity • Experience managing voice and non-voice accounts handling SMS, chat, and email contacts • Experience leading teams against CSAT, Sales, AHT, and Quality metrics • Experience supporting online marketplaces, communities, e-commerce, or consumer/app products • Effective communication skills in English • Willingness to work graveyard shifts, holidays, weekends, and rotating rest days • Comfort working in a fast-paced tech startup environment • Experience in project management • Background 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 • Currently residing anywhere in the Philippines and authorized to work there

🏖️ Benefits

• Equal opportunity workplace • Reasonable accommodation for individuals with disabilities • Candidate safety and hiring support resources