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Thumbtack is a home services marketplace that connects millions of homeowners with local service professionals. The Service Team Manager will lead a team of Service Advocates responsible for delivering best-in-class support to Thumbtack's professional community.
Key responsibilities include leading and coaching team members through regular 1:1s, huddles, and calibrations; creating personalized development plans and providing ongoing feedback. You'll drive team performance by monitoring KPIs, addressing performance issues, managing escalations, and ensuring adherence to policies and service standards. The role requires fostering an inclusive, high-trust culture that reflects company values while communicating clearly and consistently across the team.
You'll collaborate cross-functionally with Operations, Training, QA, Workforce Management, Analytics, and HR to resolve issues and improve workflows. Core people operations responsibilities include performance reviews, compensation discussions, coaching documentation, and timekeeping compliance. The role also involves identifying trends, surfacing insights, and contributing to process improvement initiatives that enhance operational efficiency.
Required qualifications include at least 4 years of professional experience in BPO, shared services, or similar industries, with at least 3 years in a leadership capacity. You must have experience managing both voice and non-voice accounts (SMS, chat, email), leading teams with sales and customer service metrics (CSAT, Sales, AHT, Quality), and supporting online marketplaces or consumer products. Strong English communication skills are essential, along with willingness to work graveyard shifts, holidays, weekends, and rotating rest days.
Preferred qualifications include project management experience, familiarity with process improvement methodologies (Lean, Six Sigma), COPC training, and experience with Salesforce and Teleopti.
