Customer support specialist (permanent wfh)Thumbtack Philippines

Have you ever tried to hire a plumber? How about a house cleaner? If you have, chances are it took you way longer than it should. In the era of instant-everything, you shouldn't have to waste an entire afternoon researching, calling and vetting local service professionals whenever you need one. The market for hiring them is huge - $1 trillion in the US alone - but the process is inefficient and largely offline.
Thumbtack is transforming this experience end-to-end, building a marketplace that matches millions of people with local pros for almost any project. In making these connections, not only do our customers get more done every day, our pros are able to grow their businesses and make a living doing what they're great at.
These customers and pros come from all walks of life and every county in the country. We want our team to reflect that. If you come from an underrepresented background in tech, we strongly encourage you to apply. We challenge ourselves every day to make this a place where you can thrive just the way you are, so we can build a product that does the same for our customers and pros.
About you:
Today, millions of customers use Thumbtack to find and hire small businesses across the US. Named one of the World's Most Innovative Companies in 2018 by Fast Company, Thumbtack is a highly dynamic product that's also building local economies and stronger communities. One of the key factors for our ongoing success is #CustomerObsession.
We focus on providing a great experience to our users and prioritizing the most important work first. We are looking for customer-obsessed team members who are engaged, innovative, and who will partner with our pros and customers from start to finish to resolve their concerns. We will train you on skills that will help convey the value of Thumbtack, empower you to help professionals build successful businesses, and assist customers to complete the projects central to their lives.
The Customer Success Specialist will be responsible for making sure that all professionals get best-in-class support whenever they contact Thumbtack's Voice Customer Support channel. Delivering true consultative service and partnership will be vital to this role to ensure that every concern the professionals contact us about is a good representation of Thumbtack's values and guidelines. By addressing their concerns correctly and accurately, we help set our professionals up for success.
About your role:
Handle concerns of our customers and pros through Voice channel.
Obsess over customers and pros by constantly focusing on solutions to their problems and concerns.
Take the extra mile to engage customers
Follow communication procedures, guidelines and policies
Provide accurate, valid, and complete information by using all the relevant resources and knowledge bases in addressing different user concerns
Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to entire resolution
Demonstrate ability to identify when help is needed in critical support times and take the initiative to resolve high wait times and provide a great customer experience
Identify talking points for proactive support and a consultative support experience
Strong customer orientation and ability to adapt/respond to different types of customer profiles
Gather feedback about the platform, tools, processes and other matters that will help improve the overall Pro/Customer experience.
Contribute as a team member by engaging in coaching sessions, team meetings, team building activities, and other team and company events
Demonstrate accountability by meeting and exceeding monthly productivity, CSAT and Resolution Rate goals and by finding ways and means to improve KPIs, guidelines and processes.
Uphold the values of Thumbtack
Qualifications & Educational Background:
If you don't think you meet all of the criteria below but still are interested in the job, please apply. Nobody checks every box, and we're looking for someone excited to join the team.
A good grasp of what it takes to provide great customer experience acquired through working in the BPO/shared services or related industry for at least 3 years. Preference for those who have worked in multi-channel accounts and experience in voice support is a must.
Excellent English communication skills (verbal and written)
Strong problem-solving skills and a confident attitude is required to anticipate and resolve customer needs.
Ability to be resilient in handling difficult interactions, including expert de-escalation skills.
Excellent critical and analytical thinking skills
Willingness to work during day, mid or graveyard shift and rotating rest days (i.e. weekend shifts), as well as rendering overtime in case of volume surges.
Comfortable navigating multiple systems and getting up to speed very quickly with all of our online tools
Comfortable working in a fast-paced tech startup environment