Service Team Lead - Pro Support & Operations

Thumbtack; Philippines; On-site; PHP 1,339,000 - 2,009,000; Full time

Job summary

Thumbtack is seeking a Service Manager to lead a team of Service Advocates, ensuring best-in-class support for pros and customers. You will drive KPIs, coach through regular 1:1s, manage escalations, and align with policy and standards while fostering a high-trust, inclusive culture in a fast-paced startup environment.

You'll collaborate across Operations, Training, QA, Workforce Management, Analytics, and HR to optimize workflows, performance reviews, and timekeeping, ensuring fairness and

Qualifications

• At least 5 years of operations leadership experience in the BPO, shared services, or similar industry.
• Experience managing both voice and non-voice accounts handling SMS, chat, and email contacts.
• Experience leading teams with sales and customer service focus metrics — CSAT, Sales, AHT, and Quality.
• Experience supporting and resolving issues in online marketplaces, communities, e-commerce, or consumer/app products.
• Effective communication skills in English.
• Willingness to work graveyard shifts, holidays, weekends, and rotating rest days.
• Comfort working in a fast-paced tech startup environment.
• Experience in project management.
• Background and/or training in process improvement methodologies such as Lean or Six Sigma.
• Background and/or training in COPC.
• Familiarity with Salesforce and Teleopti is a plus.

Responsibilities

• Lead, coach, and develop team members through regular 1:1s, huddles, and calibrations; create personalized development plans and provide ongoing feedback to help each person reach their full potential.
• Drive team performance and quality by monitoring KPIs, addressing performance issues, managing escalations, and ensuring consistent adherence to policies and service standards.
• Foster an inclusive, high-trust culture that reflects Thumbtack’s values—encouraging collaboration, engagement, and psychological safety where team members feel empowered to share ideas and suggestions.
• Communicate clearly and consistently by cascading updates, goals, and company programs in a timely and transparent manner, ensuring alignment across the team.
• Collaborate cross‑functionally with partners across Operations, Training, QA, Workforce Management, Analytics, and HR to resolve issues, improve workflows, and maintain smooth daily operations.
• Manage core people operations including performance reviews, compensation discussions, coaching documentation, and accurate timekeeping to ensure compliance and fairness.
• Identify trends and drive continuous improvement by surfacing insights, refining KPIs and processes, and contributing to key projects that enhance operational efficiency and team effectiveness.

Skills

Operations leadership

BPO experience

Voice & non-voice

CSAT, Sales, AHT

Online marketplaces

English communication

Shift flexibility

Project management

Lean/Six Sigma

COPC

Salesforce

Teleopti

Tools

Salesforce

Teleopti

Job description

Thumbtack is seeking a Service Manager to lead a team of Service Advocates, ensuring best-in-class support for pros and customers. You will drive KPIs, coach through regular 1:1s, manage escalations, and align with policy and standards while fostering a high-trust, inclusive culture in a fast-paced startup environment.

You'll collaborate across Operations, Training, QA, Workforce Management, Analytics, and HR to optimize workflows, performance reviews, and timekeeping, ensuring fairness and