We’re the technology leader building the modern home management platform. Today, millions of people use Thumbtack to effortlessly manage their homes. We help them confidently know what to do, when to do it and who to hire.
Our goal is simple: to be the only platform homeowners need to fix, maintain and improve their homes. As a long-term partner for homeowners, our promise is to turn what was once confusing and intimidating into something straightforward — and a lot less stressful.
At Thumbtack, we're not just creating a new era of homeownership. We’re supporting local economies and building stronger communities. Each day, we connect local professionals across America with busy homeowners so they can grow their businesses.
Thumbtack is for everyone. Our customers and pros come from all walks of life and every county in the country. We want our team to reflect that. If you come from an underrepresented background in tech, we strongly encourage you to apply.
Our North Star is bright and our ambitions are big. We’ve been at this for over a decade, but the way we see it: we’re just getting started.
Thumbtack by the Numbers
About the Proactive Outreach Team
The Customer Proactive Outreach team at Thumbtack is well versed in handling a multitude of customer questions and situations. The team is composed of positive and dedicated individuals who are committed to understanding how we can continue to provide an exceptional, seamless customer experience. As we continue to grow in this marketplace, we are expanding our efforts in the outbound outreach sector. We are at the forefront of the in-product recovery experience with our proactive agents and are looking forward to continued success with these initiatives.
About the Role
The Proactive Outreach Team Manager will be heading a team of Proactive Outreach Specialists who are responsible for ensuring that we provide a delightful experience to our customers by proactively engaging with them in in-depth discussions through phone outreach to check in on their current project and finding other projects on their to-do list to submit to Thumbtack Pros. The main responsibilities of a Proactive Team Manager are making sure that the team runs smoothly, KPIs and individual targets are met, team members are engaged and live up to our Thumbtack values, company policies are implemented and continuous improvement of operations and processes are ensured. By effectively managing and leading the team, you help ensure that Thumbtack pros and customers are set up for success.
Team Structure and Inter-Team Working Relationships
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.
-Working and managing both voice account and non-voice account that handles SMS, Chat, and Email contacts
-Previous experience in handling a team with sales and customer service focus metrics - CSAT, Sales, AHT, and Quality
-Working on operations or projects which involve supporting and resolving issues in online marketplaces, communities, e-commerce, and or consumer/app products
More About Us
Thumbtack is a technology leader building the modern home management platform. Through the Thumbtack app, homeowners can effortlessly manage their homes — confidently knowing what to do, when to do it, and who to hire. Bringing the $500 billion home services industry online, Thumbtack empowers millions of homeowners to fix, maintain, and improve their most valuable asset. Founded in 2008, Thumbtack is backed by over $500 million in funding from folks that include Sequoia Capital, CapitalG, Tiger Global Management, Javelin Investment Partners, Baillie Gifford.
Thumbtack is a virtual-first company, meaning you can live and work from any one of our approved locations across the United States, Ontario or the Philippines. When it is safe to gather, we will begin to host in-person events on a regular basis. Remote employees will be expected to travel occasionally for these events to a Thumbtack library or offsite team-building location. In cities with 5+ employees, we are establishing local communities, where employees can gather for local events. Additionally, employees in the San Francisco, Salt Lake City, Toronto and Manila areas will have opt-in access to communal workspace at one of our Thumbtack libraries. We always prioritize the health and safety of our employees. Currently, participation in these events and Thumbtack library use are optional. Both require employees to be fully vaccinated.
Thumbtack embraces diversity. We are proud to be an equal opportunity workplace and do not discriminate on the basis of sex, race, color, age, sexual orientation, gender identity, religion, national origin, citizenship, marital status, veteran status, or disability status. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.