客户服务倡导者（多渠道支持）
Customer Service Advocate (Multi-Channel Support)
### **Thumbtack 帮助数百万人自信地照顾他们的家。**
Thumbtack 是您需要的唯一应用，用于维护和改善您的家——从个性化指导到 AI 工具以及一流的雇佣体验。每天在美国每个县，人们都依靠 Thumbtack 完成紧急维修、季节性维护和更大的改进。我们帮助房主知道哪些项目要做、何时做以及从我们不断增长的 30 万本地服务企业社区中聘请谁。如果创造影响激励了你，加入我们吧。想象一下我们将一起打造什么。
### **关于服务运营团队**
Thumbtack 服务运营团队将 Thumbtack 的使命变为现实！我们专注于通过建立客户忠诚度并帮助专业人士发展业务，为我们的用户提供卓越的体验。服务倡导者负责通过为每位个人（无论是专业人士还是客户）提供最佳解决方案来管理用户旅程。我们通过一致、高质量且高效的电子邮件、退款、聊天、短信和电话支持，为用户提供卓越的体验。要取得成功，我们的倡导者需要优先处理最重要的工作，以便在快节奏的服务环境中顺利运作。
### **关于该职位**
服务倡导者创建简单、有价值且富有灵感的用户体验。他们负责确保所有专业人士在联系 Thumbtack 支持运营时都能获得一流的支援，通过正确且准确地解决他们的问题，你将帮助专业人士取得成功。
### **你将负责**
- 在完成我们的培训和入职计划后，保持对 Thumbtack 产品和服务的深入了解
- 每天通过不同渠道（电话、聊天、短信和电子邮件）处理 30-40 个入站请求，与用户沟通以确定完成工作和促进小企业发展的最佳解决方案
- 对客户和专业人士保持关注，持续专注于解决方案，并引导专业人士最大化他们在 Thumbtack 上的参与度和体验
- 通过达到或超越月度生产率、质量、客户满意度和解决率目标，并找到改进 KPI、指南和流程的方法，展现责任感
- 保持对 Thumbtack 政策的深入了解，并及时了解政策的最新变化和新增内容，以便高效处理退款和电子邮件工单
查看英文原文
### **Thumbtack helps millions of people confidently care for their homes.**
Thumbtack is the one app you need to take care of and improve your home — from personalized guidance to AI tools and a best-in-class hiring experience. Every day in every county of the U.S., people turn to Thumbtack to complete urgent repairs, seasonal maintenance and bigger improvements. We help homeowners know which projects to do, when to do them and who to hire from our growing community of 300,000 local service businesses. If making an impact inspires you, join us. Imagine what we’ll build together.
### **About the Service Operations Team**
The Thumbtack Service Operations Team brings the Thumbtack mission to life! We focus on providing a great experience to our users by building customer loyalty and helping professionals grow their business. Service Advocates are responsible for managing the user journey by providing the best solution for each individual- both pro and customer. We focus on providing a great experience to our users through consistent, quality, and efficient Email, Refund, Chat, SMS, and Voice support. To be successful, it’s important that our advocates prioritize the most important work first in order to navigate our fast-paced service environment.
### **About the Role**
The Service Advocate creates user experiences that are simple, valuable, and inspired. They are responsible for making sure that all professionals get best-in-class support whenever they contact Thumbtack Support Operations by addressing their concerns correctly and accurately, you will help set our professionals up for success.
### **What you’ll do**
- Maintain excellent knowledge of Thumbtack’s products and services after completing our training and onboarding program
- Participate in 30-40 inbound requests through the different channels (phone, chat, SMS, and email) daily with our users to determine the best solution to get jobs done and grow small businesses
- Obsess over customers and professionals by constantly focusing on solutions and guiding professionals to maximize their engagement and experience with Thumbtack
- Demonstrate accountability by meeting/exceeding monthly productivity, quality, customer satisfaction, and resolution rate targets and finding ways to improve KPIs, guidelines, and processes
- Maintain a deep understanding of the Thumbtack policies and keep abreast of recent changes and new additions to the policy in order to process refund and email tickets effectively
- Contribute as a team member by engaging in coaching sessions, team meetings, team-building activities, and other team and company events
### **In order to be successful, you must bring**
- Customer-obsessed with an understanding of what it takes to provide a great experience
- 2+ year experience in a customer service-driven role- BPO, shared services, related industry
- Experience working in a multi-channel (Voice, Chat, Email) environment. Voice experience is a must! 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 the ability to assimilate a variety of information and make logical/consistent decisions
- Comfortable navigating multiple systems (email, knowledge base, phone, chat, etc.) and getting up to speed quickly with our online tools
Actual offered salaries will vary and will be based on various factors, such as calibrated job level, qualifications, skills, competencies, and proficiency for the role.
Thumbtack embraces diversity. We are proud to be an equal opportunity workplace and do not discriminate on the basis of sex, race, color, age, pregnancy, sexual orientation, gender identity or expression, religion, national origin, ancestry, citizenship, marital status, military or veteran status, genetic information, disability status, or any other characteristic protected by federal, provincial, state, or local law. We also will consider for employment qualified applicants with arrest and conviction records, consistent with applicable law.
Thumbtack is committed to working with and providing reasonable accommodation to individuals with disabilities. If you would like to request a reasonable accommodation for a medical condition or disability during any part of the application process, please contact: [recruitingops@thumbtack.com](mailto:recruitingops@thumbtack.com).
For information about how Thumbtack collects, uses, and shares personal information about job applicants, please see our [Job Applicant Privacy Policy](https://www.thumbtack.com/job-applicant-privacy-policy).
We put as much craftsmanship into candidate safety as we do into the hiring experience itself. While scammers may try to impersonate our team, we’ll never ask you for money, banking info, or SSNs during hiring. [Check out our blueprint on how to spot the fakes.](https://careers.thumbtack.com/recruiting-scams)