Customer Success Specialist

Thumbtack; United States; Remote; USD 45,000 - 60,000; Full time

Job summary

Join Thumbtack as a Customer Success Specialist, where you'll engage with customers to ensure their home service needs are met. Bring your sales experience and customer service skills to help build trust and drive departmental goals in a dynamic environment. Collaborate with a supportive team while enhancing customer relationships and driving sales.

Qualifications

• At least 1–2 years of customer service experience, with upselling or cross-selling exposure.
• Proven experience in high-volume sales with a strong record of meeting or exceeding quotas.

Responsibilities

• Partner with customers, providing tailored solutions.
• Maintain excellent knowledge of products and services.
• Handle at least 55 inbound and outbound calls per day.

Skills

Customer Service

Sales

Problem-solving

Communication

Adaptability

Job description

Thumbtack helps millions of people confidently care for their homes.

Thumbtack is the one app you need to take care of and improve your home — from personalized guidance to AI tools and a best-in-class hiring experience. Every day in every county of the U.S., people turn to Thumbtack to complete urgent repairs, seasonal maintenance and bigger improvements. We help homeowners know which projects to do, when to do them and who to hire from our growing community of 300,000 local service businesses. If making an impact inspires you, join us. Imagine what we’ll build together.

About the Role

As a Customer Success Specialist (CSS), you bring our Thumbtack mission to life! This is a part of our outbound sales and success efforts, where you would work specifically to resolve customer plans to service their homes. By handling customer requests through our users' different channels (phone, chat, SMS, and email), you navigate the challenges of customer needs, profile requests, and more specifically service inquiries. Our best representatives are enthusiastic individuals who thrive in a fast-paced revenue driving environment that builds customer trust, loyalty, and drive departmental goals.

The ideal candidate will have a proven track record in outbound and inbound sales efforts, with experience in recovery and expansion programs. Must also be adaptable in your sales pitch to meet customer and departmental needs.

What you’ll do

• Partner with our customers by listening to their needs and providing the best solutions - you’re the expert!
• Maintain excellent knowledge of Thumbtack’s products and services, as well as industry standards and best practices for home maintenance, improvement, and repair projects.
• Participate in at least 55 inbound and outbound calls per day with our users to determine the best solution to get jobs done.
• Successfully build rapport with the customers and be able to anticipate their needs
• Identify opportunities to cross-sell additional products or services to existing customers.
• Actively listen to customer concerns, have the ability to probe, and be able to provide recommendations when necessary.
• Troubleshoot and resolve customer inquiries with effective problem-solving and de-escalating skills while building a relationship with the caller.
• Proactively follow up with customers via SMS and/or email.
• Maintain high-performance metrics including revenue attainment, quality adherence, efficiency, customer satisfaction, and net promoter scores.
• Continuously look for areas of improvements that drive revenue 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.

In order to be successful, you must bring

• At least 1–2 years of customer service experience, with a minimum of 6 months of upselling or cross-selling exposure, preferably in the BPO or Shared Services industry
• Proven experience in high-volume sales with a track record of meeting or exceeding quotas. You prioritize converting customer requests and driving revenue while delivering an exceptional customer experience.
• Have a collaborative attitude to share techniques and success with the team
• Prospecting and Pipeline Management experience

Bonus points if you have

• Previous experience with, or interest in learning about Home Services in the US is a plus.
• Marketing or advertising sales experience

Thumbtack is a virtual-first company, meaning you can live and work from any one of our approved locations across the United States, the Ontario region of Canada or the Philippines.* Learn more about our virtual-first working model here . #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, pregnancy, sexual orientation, gender identity or expression, religion, national origin, ancestry, citizenship, marital status, military or veteran status, genetic information, disability status, or any other characteristic protected by federal, provincial, state, or local law. We also will consider for employment qualified applicants with arrest and conviction records, consistent with applicable law.

Thumbtack is committed to working with and providing reasonable accommodation to individuals with disabilities. If you would like to request a reasonable accommodation for a medical condition or disability during any part of the application process, please contact: [e-mail] .

If you are a California resident, please review information regarding your rights under California privacy laws contained in Thumbtack’s Privacy policy available at https://www.thumbtack.com/privacy/ .

About the company

Back in 2008, we asked ourselves a simple question that would later become our mission: Why is it still so hard to hire a plumber? Or a piano teacher? Or any local professional?In the era of instant-everything, you shouldn’t have to spend an entire afternoon researching, calling and comparing local pros whenever you need one. So we set out to make it easier. Today, millions of customers use Thumbtack technology to find and hire small businesses across the country.

Notice

Talentify is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.

Talentify provides reasonable accommodations to qualified applicants with disabilities, including disabled veterans. Request assistance at [e-mail] or 407-000-0000.

Federal law requires every new hire to complete Form I-9 and present proof of identity and U.S. work eligibility.

An Automated Employment Decision Tool (AEDT) will score your job-related skills and responses. Bias-audit & data-use details: www.talentify.io/bias-audit-report . NYC applicants may request an alternative process or accommodation at [e-mail] or 407-000-0000.