Premier Service Advocate

2 weeks ago

Manila, National Capital Region, Philippines Thumbtack Full time
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

Responsibilities
  • 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
What you'll need

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.

  • Bilingual and professional Spanish proficiency
  • 2+ years experience in a customer service driven role
  • 2+ years experience in a call center environment
  • 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

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. #LI-Remote


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