Customer Success Specialist

Join Thumbtack as a Customer Success Specialist

At Thumbtack, we help millions of people take care of their homes. As a Customer Success Specialist, you'll play a key role in assisting our customers with their home service needs. You'll connect with users through various channels and help them find the best solutions.

About the Role

As a Customer Success Specialist (CSS), you will be part of our inbound and outbound sales efforts. Your main focus will be to resolve customer inquiries related to servicing their homes. You'll interact with customers through phone, chat, SMS, and email, addressing their needs and providing support. We are looking for enthusiastic individuals who thrive in a fast-paced environment and are dedicated to building customer trust and loyalty.

What You'll Do

• Listen to customer needs and provide expert solutions.
• Maintain a strong understanding of Thumbtack’s products and services, as well as industry best practices for home maintenance and improvement.
• Make at least 55 inbound and outbound calls daily to assist customers.
• Build rapport with customers and anticipate their needs.
• Identify opportunities to cross-sell additional products or services.
• Actively listen to customer concerns and provide recommendations when needed.
• Troubleshoot and resolve inquiries while building relationships with customers.
• Follow up proactively with customers via SMS and email.
• Meet high-performance metrics, including revenue goals and customer satisfaction scores.
• Look for areas of improvement that drive revenue and communicate trends.
• Make informed decisions that consider both customer and company needs.
• Engage with team members through training and development sessions.

What We're Looking For

• 1–2 years of customer service experience, with at least 6 months in inbound and/or outbound sales, preferably in the BPO or Shared Services industry.
• Experience in high-volume, revenue-driven sales with a proven track record of meeting quotas.
• Proficiency in English.
• A collaborative attitude to share techniques and successes with the team.
• Experience in prospecting and pipeline management.

What We Offer

Thumbtack is committed to diversity and is an equal opportunity workplace. We do not discriminate based on any characteristic protected by law. We welcome applicants with arrest and conviction records, consistent with applicable law.

If you need reasonable accommodation for a medical condition or disability during the application process, please contact: recruitingops@thumbtack.com.

For California residents, please review your rights under California privacy laws in Thumbtack’s Privacy Policy available at https://www.thumbtack.com/privacy/.

We prioritize candidate safety and will never ask for money or sensitive information during the hiring process. To learn how to spot scams, please visit our guide on spotting scams.