Customer Success Specialist

About Thumbtack

Thumbtack helps millions of people confidently care for their homes. We're 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 US, people turn to Thumbtack to complete urgent repairs, seasonal maintenance, and bigger improvements. We connect homeowners with our growing community of 300,000+ local service businesses.

About the Role

As a Customer Success Specialist on our Service team, you will play a key role in ensuring both homeowners and service professionals have an exceptional experience on the Thumbtack platform. You'll help resolve issues, drive customer satisfaction, and contribute to the retention and growth of our marketplace.

Responsibilities

• Provide outstanding support to customers and service professionals using the Thumbtack platform
• Resolve customer inquiries and escalations through various support channels
• Drive customer retention and satisfaction through proactive engagement
• Identify trends in customer feedback and collaborate with internal teams to improve the platform experience
• Help service professionals succeed and grow their businesses on Thumbtack
• Meet and exceed performance metrics and quality standards

Requirements

• Strong customer service experience with a track record of delivering excellent support
• Excellent English written and verbal communication skills
• Problem-solving mindset with the ability to handle complex customer situations
• Comfort working in a fast-paced, dynamic environment
• Experience with CRM or customer support tools
• Ability to work remotely from the Philippines

Why Thumbtack

• Join a well-known US consumer brand with a strong mission
• Be part of a growing Philippines-based team within a global organization
• Work remotely with a virtual-first culture
• Competitive compensation and benefits
• Opportunity to make an impact on a platform used by millions