At Thumbtack, we help people care for their homes from top to bottom, whether it’s a minor repair or a major remodel. Through the Thumbtack app, homeowners can effortlessly manage their homes — confidently knowing what to do, when to do it, and who to hire. We don't just connect customers to the right pros for their projects. We empower millions of homeowners to fix, maintain and improve their most valuable asset reviews on glass door.
Thumbtack is like Angie's list.
About the Customer Support Team
The Customer Support Team helps our pros provide a great experience to their customers, build customer loyalty and grow their business. We are responsible for managing this customer journey by providing the best solution for each individual - both pro and customer. As the frontline advocates, our Customer Support Team creates customer experiences that are simple, valuable, and inspired.
About the Role
As a Customer Support Representative, you bring our Thumbtack mission to life! Through handling inbound calls from our users, you navigate the challenges of account changes, profile updates, billing inquiries, website and app assistance, and retention while ensuring a high quality, low effort experience for the caller. Our best customer support representatives are enthusiastic individuals who thrive in a fast-paced environment focused on balancing technology and human empathy to build customer trust and loyalty. Conflict resolution and negotiation skills are a must as you actively listen to our callers' concerns to offer a unique and innovative solution to each problem or complaint that comes your way. You are the voice of Thumbtack on the problem-solving front lines!
Responsibilities
Partner with our pros and customers by listening to their needs and providing the best solutions - you’re the expert!
Maintain excellent knowledge of Thumbtack’s products and services
Participate in 30-40 phone consultations a day with our users to determine the best solution to get jobs done and grow small businesses
Troubleshoot and resolve customer inquiries with effective problem solving skills while building relationships with the caller
Maintain high-performance metrics including quality, adherence, efficiency, and customer satisfaction
Continuously look for areas of improvement 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
Must-Have Qualifications
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 mature, self-motivated, and detail-oriented individual
A stellar communicator with the ability to build relationships with customers from diverse backgrounds
A successful track record working in a high volume, fast-paced environment
Customer-centric, allowing you to maintain a high level of customer focus in a variety of complicated situations while equally considering the customer and company needs
Ability to multitask and adapt to change
Reliable and dependable in consistently meeting attendance and performance expectations
Nice-to-Have Qualifications
2+ years experience in a customer service driven role
2+ years experience in a call center environment
1+ years additional education beyond high school
Bilingual and professional Spanish proficiency
About the Product Team
Our product team is small but mighty. We partner with engineering, design, analytics, and more to craft a marketplace that delivers over a billion dollars in business to our pros while helping millions of customers get their projects done each year.
About the Role
Do you want to work in a highly collaborative environment to reinvent how a large piece of the local economy works? If so, we're looking for a Senior Product Manager to lead our Pricing team. This is one of the highest impact teams at Thumbtack and is at the core of our mission of connecting customers to great pros, and helping pros grow their business. You will be responsible for defining our pricing principles, developing our overall pricing strategy, and scaling our pricing levers to drive complex dynamics between supply and demand and grow our marketplace.
Responsibilities
Lead development of strategy and product roadmap for pricing across our entire business
Partner with engineers, data scientists, analysts, economists, and GTM to ideate, prioritize and deliver great solutions for our customers, professionals, and business
Create industry-leading products that drive meaningful business results
Define and analyze key metrics to inform decision-making and measure success
Conduct user research and lightweight tests to the scope and prioritize product initiatives
Coordinate within your team and among teams at Thumbtack to ensure understanding of and alignment around projects
Wear many hats and be key organizational glue
Must-Have Qualifications
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.
4+ years of product management experience with a proven track record of defining and launching successful end-to-end consumer web and mobile products in high-growth organizations
Proven ability to own and optimize metrics that drive business performance
Excellent analytical skills to break down and solve complex problems
Excellent user-centric design and product sense
Excellent written and oral communication skills
Excellent business judgment
Proven ability to collaborate cross-functionally
Nice-to-Have Qualifications
Experience working on pricing or other marketplace levers
Experience leading products with a heavy machine learning or data science component
Academic background or equivalent work experience in statistics or economics.
About Research & Design At Thumbtack
We’re a tight-knit and highly collaborative team of designers, researchers, and product writers working closely with engineers and product managers to discover, validate, and iterate on well-crafted user experiences that are innovative, engaging, and delightful. We collaborate regularly through design critiques, work sessions, and presentations to inspire and inform the direction of the product and company as a whole.
About You
You are passionate about developing empathy for our users, both our customers and our small business owners/professionals (Pros), and delivering insights that help us create experiences that fulfill their needs. You’re an experienced manager with several years of leadership and cross-functional collaboration experience. You’re a great communicator and storyteller, and can help product teams better understand and advocate for their users. Your focus is on qualitative research methodologies, but you also have a working knowledge of quantitative methodologies.
Customers and pros come from all walks of life and every zip code 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 The Role
The Experience Research Manager will lead a rigorous research practice within the Customer side of the marketplace. You will be directly responsible for a core team of researchers, both managing its growth and impact on key projects and initiatives. Experience Researchers at Thumbtack are embedded within product teams and serve as advocates for the needs of customers and pros alike. You will be responsible for scoping, managing, and executing research projects (often with overlapping timelines) and providing insights that will drive key product decisions. You would be focused on:
Leadership
Manage and grow a team of researchers across multiple research disciplines and backgrounds
Articulate strong vision and identify impactful insights and opportunities to design and product leadership while being an advocate for the role research plays in product development
Work across company leadership to establish how the entire company should engage with research, including establishing processes, training, and best practices.
Mentor members of the Experience Research team by providing the 1-1 coaching that individuals require to be successful.
Guide individual team members' research efforts as well as taking on individual projects and conducting hands-on research if needed.
Collaboration & Communication
Collaborate closely as a trusted, strategic partner with a wide variety of cross-functional teams (product designers, product writers, product managers, engineers, analytics, data science, marketing, and other senior stakeholders) to identify and prioritize research opportunities in a fast-paced, rapidly changing environment.
Find creative and compelling ways to present and evangelize research across the company to cultivate a highly informed, more effective, and more empathetic organization
Synthesize user feedback to generate insights and provide timely, clear, and concise product and design recommendations.
Share research findings with functional teams and the company at large by creating and distributing compelling, impactful reports, and presentations.
Process & Methodologies
Apply a pragmatic, structured approach to research while understanding and incorporating complex technical and business requirements into research priorities
Determine the best approaches and methodologies to apply to company priorities, from strategic discovery research to tactical evaluations of prototypes and design explorations
Work collaboratively within the Research team and across Analytics and Data Science to assess larger user trends and determine strategies for further investigation and/or synthesis
Evolve and optimize the process for participant recruitment and any other research coordination tasks
Balance the trade-offs between scrappiness and rigor
Must-Have Qualifications
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.
2-3+ years of experience managing high-performing UX researchers
3-5+ years in applied UX research in fast-paced, consumer-facing product organizations
Demonstrated success translating and influencing product and design decisions based on research insights with key company stakeholders
Strong understanding of strengths and shortcomings of various qualitative and quantitative research methods, including when and how to apply them during product phases
Excellent knowledge of research principles, experiment design & facilitation, and using a mix of qualitative and quantitative methodologies that are appropriate for each project
BA/BS in Human-Computer Interaction, Cognitive Science, Experimental Psychology, Anthropology, Sociology, Information Science, Computer Science, related fields, or equivalent practical experience
Excellent interpersonal, communication, negotiation, and collaboration skills
Nice-to-Have Qualifications
MA/MS/Ph.D. in one of the previously mentioned academic fields
Experience coding, writing SQL queries, Python, or statistical analysis
Experience collecting and analyzing user behavior through server logs, unmoderated experiments (A/B testing), benchmark studies, in-person studies, remote studies, accessibility studies, and surveys
Experience using a variety of research tools (such as Qualtrics, UserTesting.com, Optimizely, Ethnio) and familiarity with recruiting and analytics suites.
United States, Ontario, or the Philippines. Additionally, employees in the San Francisco, Salt Lake City, Toronto, and Manila areas will have opt-in access to communal workspace at one of our Thumbtack libraries.
About the People Team
Our People team believes in the power of our people. We know that with the right culture, development, and support, our people can achieve anything. We do this by crafting an employee experience that starts from hiring incredible people, investing in their development, and providing a holistic approach to benefits and wellbeing.
About the Role
As the Head of Employee Experience, you will bring our Future of Work vision to life to create a world-class virtual-first culture steeped in our values. You will be a key leader on the People Team and partner closely with leaders across the company to develop and drive our events, community, and real estate vision.
Responsibilities
Lead the Employee Experience (“EX”) team
Translate our Future of Work vision to an actionable strategy, plans, and OKRs
Define and oversee the implementation of an in-person events strategy for our annual company event (“Camp Thumbtack”), quarterly team offsite, and other special events
Develop an employee engagement and community vision to create a vibrant virtual-first culture
Develop our long term library vision, manage our existing real estate footprint (San Francisco, Salt Lake City, Toronto, Manila) and ensure employees can effectively work from home in partnership with our Benefits and IT team
Must-Have Qualifications
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.
10+ years of leadership experience in employee engagement, events, community or people programs
5+ years as a people manager and team builder
Obsession with creating a strong culture rooted in our values
Strong cross-functional collaboration
Excellent written, verbal, and presentation communication skills
Operational rigor and program management skills
High levels of ownership, initiative-taking, scrappiness, and desire to build something new
Nice-to-Have Qualifications
Experience working with remote or distributed teams
Workplace/facilities experience
More About Us
Thumbtack is a local services marketplace – one of the largest in the U.S. – that helps millions of people hire local professionals. With hundreds of unique service categories, customers can find a Thumbtack pro for almost anything: landscapers, electricians, personal trainers, even math tutors. And in making these connections, we empower local pros too. Helping them get new customers and make a living doing what they’re great at.
Founded in 2008 and headquartered in San Francisco, Thumbtack is backed by over $400 million in investment from Sequoia Capital, CapitalG, Tiger Global Management, Javelin Investment Partners, and Baillie Gifford.
See what it’s like to work here
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Thumbtack is a virtual-first company, meaning you can live and work from any one of our approved locations across the United States, Ontario, or the Philippines. When it is safe to gather, we will begin to host in-person events on a regular basis. Remote employees will be expected to travel occasionally for these events to a Thumbtack library or offsite team-building location. Additionally, employees in the San Francisco, Salt Lake City, Toronto, and Manila areas will have opt-in access to communal workspace at one of our Thumbtack libraries.
#LI-Remote
Thumbtack embraces diversity. We are proud to be an equal opportunity workplace and do not discriminate on the basis of sex, race, color, age, sexual orientation, gender identity, religion, national origin, citizenship, marital status, veteran status, or disability status. Pursuant to the San Francisco Fair Chance Ordinance, we will consider employment-qualified applicants with arrest and conviction records.
If you are a California resident, please review information regarding your rights under the California Consumer Privacy Policy Act contained in Thumbtack’s Privacy policy available at https://www.thumbtack.com/privacy/.
About the Customer Success Team
The Customer Success Managers on our Marketplace team sit within the Success department within the Sales and Success organization at Thumbtack. The Success team is a fast-evolving team designed to drive success for our professionals. Currently, the Success team manages the success of Thumbtack’s most successful and engaged professionals through a combination of outbound phone, email, and chat efforts.
About the Role
Having the right professionals on Thumbtack is critical to customers getting their projects done - and the Success team members have the important job of partnering with our pros to make sure they are set up to be successful on the platform. In the Customer Success Manager, Marketplace role specifically, you’ll work one-on-one with local service professionals across the country, driving adoption and awareness of key features or tools and helping these professionals get started on the right foot.
Responsibilities
Manage and proactively engage with a portfolio of the highest potential Thumbtack professionals
Understand your professional’s strategic goals and challenges and support them to extract the full value of their Thumbtack experience by providing appropriate education, actionable advice, useful content, and clear communication as needed
Introduce pros to new product features and drive adoption of those features
Propose expansion opportunities to meet the professional’s growth targets
Share best practices with professionals and colleagues
Have strong knowledge of the Thumbtack platform, always staying up-to-date on the latest product updates understanding how this impacts pros in your portfolio
Must-Have Qualifications
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.
Bachelor degree or 2+ years of experience in customer success, account management, sales, consulting role, or similar customer-facing roles
Experience with analyzing data, deriving and communicating insights
Ability to build trusted relationships
Proven ability to manage, utilize, and prioritize your time and efforts
Ability to work full-time M-F (40 hrs)
Nice-to-Have Qualifications
Strong experience managing a book of business
Strong ability to manage multiple priorities simultaneously
Understanding and experience working with Salesforce
Bilingual and professional English/Spanish proficiency
Proven ability to work cross-functionally within an organization to drive results and customer retention.
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