Product Specialist

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 Product Operations Team

The Product Operations team acts as a bridge between our users and product teams, bringing both operational rigor and strong user advocacy to product development. As subject matter experts, we develop a deep understanding of product functionality, business workflows, and user sentiment to support the delivery of the best products and features that effectively attract, engage, and retain our users at every point in their Thumbtack journey.

About the Role

Product Specialists play a vital role in driving our product quality initiatives by efficiently triaging bugs and actively supporting the validation and analysis of user feedback to drive product improvements. By proactively addressing issues, this position ensures the delivery of a high-quality user experience, contributing to the team's efforts in providing a reliable, user-focused solution that aligns with business objectives and continuously meets user needs.

What you'll do

• Stay well-versed in the Thumbtack product, continuously learning about recent updates and new features, to effectively manage bugs and feedback.
• Consistently respond to product inquiries from internal customers across designated Slack and Tack (Salesforce) channels, ensuring timely and accurate support.
• Create and leverage data-driven insights to influence decisions and drive improvements within your function, actively contributing to better outcomes.
• Engage in team huddles and make a positive impact by proactively sharing valuable insights, offering solutions, and addressing potential challenges.
• Take ownership of key responsibilities, including managing big reports, feedback reports, metrics, data analyses, and quality audits. Use these insights to identify opportunities to enhance KPIs, guidelines, and processes.
• Exhibit strong critical thinking by effectively addressing bugs and feedback. Provide constructive feedback, engage with team members, and collaborate with internal customers to resolve knowledge gaps and errors.
• Successfully manage special projects, trackers, reports, and analyses, while coordinating with relevant stakeholders to ensure timely and efficient delivery.
• Collaborating cross-functionally with other teams (e.g., Eng, Enablement, Quality) to improve product performance and user experience.
• Assisting in the creation and maintenance of documentation or best practices related to product usage, bug resolution, and feedback management.

In order to be successful, you must bring

• Strong research, navigation, and investigative skills, with a keen ability to gather relevant information.
• Experience with Salesforce, Coda, and Jira or similar tools.
• Proficiency in Google Workspace, including Forms, Sheets, Docs, and Slides.
• Team player with excellent collaboration skills, capable of gaining the cooperation of colleagues to achieve common goals, particularly on time-sensitive projects.
• Detail-oriented and process-driven, with a focus on identifying inefficiencies and implementing continuous improvements to workflows.
• Clear and effective communicator, both verbally and in writing.
• Strong problem-solving capabilities and critical thinking.
• Ability to manage multiple tasks and priorities simultaneously.