Customer Success Specialist - Thumbtack

About the Service & Support Team

The Service team brings the Thumbtack mission to life! We focus on providing a great experience to our users through building customer loyalty and helping local service professionals grow their businesses.

About the Role

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. 

What you'll do

• Partner with Customers: Build strong relationships by actively listening, understanding their needs, and offering expert recommendations and tailored solutions.
• Deliver Outstanding Service: Manage at least 55 inbound and outbound calls daily, addressing customer inquiries with empathy, effective problem-solving, and de-escalation skills.
• Maintain Product & Industry Expertise: Stay up to date on Thumbtack’s offerings and industry best practices to provide accurate and relevant advice.
• Drive Revenue Growth: Identify opportunities to cross-sell services and communicate trends or improvement areas that contribute to revenue growth.
• Follow Up & Communicate Proactively: Engage customers through timely follow-ups via SMS or email to ensure satisfaction and resolution.
• Meet and Exceed Performance Metrics: Consistently hit key goals including revenue, quality, efficiency, customer satisfaction, and NPS.
• Collaborate and Develop Professionally: Participate in team training, peer coaching, and support sessions to foster continuous improvement and team success.

In order 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

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