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Customer Support Manager - Remote

Posted Yesterday
Customer Service
Full Time
Worldwide

Overview

The Customer Support Manager will lead a team dedicated to providing best-in-class support to professionals contacting Thumbtack Service & Support, ensuring smooth operations and continuous improvement.

In Short

  • Lead and develop a team of Customer Support Specialists.
  • Monitor KPIs and team performance.
  • Foster an inclusive and high-trust team culture.
  • Communicate updates and goals clearly to the team.
  • Collaborate cross-functionally to resolve issues.
  • Manage people operations like performance reviews and compliance.
  • Identify trends for continuous improvement.

Requirements

  • 4+ years of experience in BPO or similar industry.
  • 3+ years in a leadership role.
  • Experience managing voice and non-voice accounts.
  • Background in sales and customer service metrics.
  • Ability to communicate effectively in English.
  • Willingness to work during off-hours and weekends.
  • Experience with Salesforce and Teleopti preferred.
  • Project management experience.
  • Training in process improvement methodologies.

Benefits

  • Diversity and equal opportunity workplace.
  • Commitment to reasonable accommodations for disabilities.
Thumbtack logo

Thumbtack

Thumbtack is a rapidly growing technology company that provides a comprehensive platform for homeowners to manage their home care needs. With a focus on connecting homeowners with local professionals, Thumbtack empowers users to make informed decisions about home maintenance and improvement. The company operates in a $600 billion industry and has facilitated over 85 million projects, earning billions for service professionals through its platform. Thumbtack is committed to supporting local economies and small businesses while fostering a collaborative and innovative work environment for its employees. As a virtual-first company, Thumbtack offers flexible working arrangements and values diversity and inclusion in its workforce.

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