Premier Service Advocate (Multi-Channel Support, Remote/WFH)

Thumbtack; Metro Manila; On-site; PHP 300,000 - 420,000; Full time

Job summary

Thumbtack is seeking a Service Advocate in Metro Manila to deliver simple, valuable user experiences by addressing professionals' and customers' concerns across Email, Chat, Phone, SMS, and Voice.

You will handle 30–40 inbound requests daily, maintain product knowledge after onboarding, and uphold policy guidelines while collaborating with the team to improve KPIs.

Qualifications

• 2+ years in a customer service role.
• Experience in a multi-channel (Voice, Chat, Email) environment; Voice experience is a must.
• Excellent English verbal and written communication skills.
• Expert de-escalation and conflict resolution skills.
• Adaptability and resilience for handling complex interactions and frequent change.
• Willingness to work all shifts, including daytime, mid-day, graveyard, weekends and some holidays.
• Excellent critical and analytical thinking skills and ability to navigate multiple systems.

Responsibilities

• Maintain excellent knowledge of Thumbtack’s products and services after completing training/onboarding.
• Participate in 30-40 inbound requests daily through various channels to determine the best solution and grow small businesses.
• Obess over customers and professionals by focusing on solutions and maximizing engagement/experience with Thumbtack.
• Demonstrate accountability by meeting or exceeding productivity, quality, CSAT, and resolution rate targets; improve KPIs and processes.
• Maintain understanding of Thumbtack policies to process refunds and emails effectively.
• Contribute as a team member through coaching sessions, team meetings, and team events.

Skills

Customer service

Multi-channel support

Voice channel

English communication

Job description

About the Service Operations Team

We focus on providing a great experience to our users by building customer loyalty and helping professionals grow their business. Service Advocates manage the user journey by providing the best solution for each individual—both professionals and customers. We deliver consistent, quality, and efficient support across Email, Refund, Chat, SMS, and Voice channels. To be successful, advocates must prioritize their work to navigate our fast‑paced service environment.

About the Role

As a Service Advocate, you create user experiences that are simple, valuable, and inspired. You ensure that professionals receive best‑in‑class support by addressing their concerns accurately and effectively, helping set them up for success.

What you’ll do

• Maintain excellent knowledge of Thumbtack’s products and services after completing our training and onboarding program
• Participate in 30‑40 inbound requests through the different channels (phone, chat, SMS, and email) daily with our users to determine the best solution to get jobs done and grow small businesses
• Obsess over customers and professionals by constantly focusing on solutions and guiding professionals to maximize their engagement and experience with Thumbtack
• Demonstrate accountability by meeting or exceeding monthly productivity, quality, customer satisfaction, and resolution rate targets and finding ways to improve KPIs, guidelines, and processes
• Maintain a deep understanding of Thumbtack policies and keep abreast of recent changes and new additions to the policy in order to process refund and email tickets effectively
• Contribute as a team member by engaging in coaching sessions, team meetings, team‑building activities, and other team and company events

In order to be successful, you must bring

• Customer‑obsessed with an understanding of what it takes to provide a great experience
• 2+ years of experience in a customer service‑driven role—BPO, shared services, or related industry
• Experience working in a multi‑channel (Voice, Chat, Email) environment; Voice experience is a must! Excellent English verbal and written communication skills
• Expert de‑escalation and conflict resolution skills
• Adaptability and resilience for handling complex interactions and frequent change
• Willingness to work all shifts, including daytime, mid‑day, and graveyard, and available to work weekend days and some holidays
• Excellent critical and analytical thinking skills or the ability to assimilate a variety of information and make logical/consistent decisions
• Comfortable navigating multiple systems (email, knowledge base, phone, chat, etc.) and getting up to speed quickly with our online tools