Success Specialist (Growth and Retention)

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 team

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

About the role

As a Customer Success Specialist (CSS), you bring our Thumbtack mission to life! This is a part of our inbound/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. 

What you’ll do

• 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. 

In order to be successful, you must bring

• At least 1–2 years of customer service experience, with a minimum of 6 months of pure inbound and/or outbound sales exposure, preferably in the BPO or Shared Services industry

• Proven experience in high-volume, revenue-driven 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

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.

For information about how Thumbtack collects, uses, and shares personal information about job applicants, please see our 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.