Spanish/English (Bilingual-Spanish Support) Premier Service Advocate

Thumbtack; United States; Remote; USD 40,000 - 58,000; Full time

Job summary

Join a forward-thinking company as a Premier Support Advocate on the Spanish support team! In this remote role, you will engage with Spanish-speaking customers, providing top-notch support and solutions to their needs. Your expertise will help drive customer success and satisfaction while you thrive in a dynamic environment that balances technology and empathy. This position promises a rewarding experience as you contribute to building a strong community of service professionals. If you’re passionate about making an impact and delivering exceptional service, this opportunity is tailored for you.

Qualifications

• 2+ years experience in a customer service driven role.
• Ability to maintain a high level of customer focus.

Responsibilities

• Handle inbound requests in Spanish through various channels.
• Provide solutions to customer inquiries while building relationships.

Skills

Bilingual Spanish proficiency

Customer service experience

Conflict resolution skills

Communication skills

Detail-oriented

Job description

Remote, United States

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 Spanish Support Team

We're a tight-knit team of support advocates, working closely with our Spanish customer and pro community to help drive their success. Spanish support is dedicated to providing the highest quality of customer service, delivering it with a sense of warmth, friendliness, individual pride, and an emphasis on the Thumbtack Values. The spanish support team provides a white glove experience to our Spanish-speaking community of professionals and customers. Our mission is to not only to address a language need, but to provide support with cultural needs.

About the Role

As a Premier Support Advocate, on our Spanish support team, you bring our Thumbtack mission to life! This is a US remote, individual contributor role, reporting directly to a Team Manager on our Spanish team. By handling inbound requests, in Spanish, through our users' different channels (phone, chat, SMS, and email), you navigate the challenges of account changes, profile updates, billing inquiries, website and app assistance, and retention while ensuring a high-quality, high-quality, low-effort experience for the caller. Our best customer support representatives are enthusiastic individuals who thrive in a fast-paced environment that balances 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 front lines!

What you’ll do

• Partner with our Spanish 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, SMS, or Chat consultations a day with our Spanish users to determine the best solution to get jobs done and grow small businesses
• Troubleshoot and resolve customer inquiries with effective problem-solving and de-escalating skills while building a relationship with the caller
• Maintain high-performance metrics including quality, adherence, efficiency, customer satisfaction, and net promoter scores
• Continuously look for areas of improvement and communicate trends to the appropriate parties
• 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

• Bilingual and professional Spanish proficiency
• 2+ years experience in a customer service driven role, preferably in a call center environment (but not required)
• Self-motivated and detail oriented
• Stellar communication and de-escalating skills
• Ability to maintain a high level of customer focus in a variety of complicated situations while equally considering the customer and company needs
• Proven history of consistently meeting attendance and performance expectations
• Bonus: speaks Portuguese as well as Spanish fluently

Thumbtack is a virtual-first company, meaning you can live and work from any one of our approved locations across the United States, Canada or the Philippines. Learn more about our virtual-first working model here .

• For candidates living in San Francisco / Bay Area, San Jose, New York City, or Seattle metros, the expected salary range for the role is currently $47,300 - $57,800.
• For candidates living in Austin, TX or Washington DC metros or in California, Massachusetts, New Jersey, or Washington states, the expected salary range for the role is currently $42,600 - $52,000.
• For candidates living in all other US locations, the expected salary range for this role is currently $40,100 - $49,100. Actual offered salaries will vary and will be based on various factors, such as calibrated job level, qualifications, skills, competencies, and proficiency for the role.

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/ .

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Thumbtack currently supports remote work in a number of locations across the United States, Ontario and the Philippines. Using the drop down list below, please select the location you intend to work from. If you are not currently located in or able to work from a location listed below, please select "Location not listed." * Select...

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At Thumbtack, we’re building more than a product. We’re building local economies and stronger communities. Leveling the playing field so even the smallest of businesses has a fair shot at success. And we believe diversity is essential to making this happen. We use your answers below to better understand who is interested in joining the team and whether we’re considering a diverse group of people for our open roles. Your response will be confidential, and neither your answers nor your participation or non-participation will affect our consideration of your candidacy.