Service Manager (Spanish Speaking)

A home is the biggest investment most people make, and yet, it doesn’t come with a manual. That's why we’re building the only app homeowners need to effortlessly manage their homes — knowing what to do, when to do it, and who to hire. With Thumbtack, millions of people care for what matters most, and pros earn billions of dollars through our platform. And as one of the fastest-growing companies in a $600B+ industry — we must be doing something right.

We are driven by a common goal and the deep satisfaction that comes from knowing our work supports local economies, helps small businesses grow, and brings homeowners peace of mind. We’re seeking people who continually put our purpose first: advocating for pros and customers, embracing change, and choosing teamwork every day.

At Thumbtack, we're creating a new era of home care. If making an impact and the chance to do good inspires you, join us. Imagine what we’ll build together.

Thumbtack by the Numbers

• Available nationwide in every U.S. county
• 80 million projects started on Thumbtack
• 10 million 5-star reviews and counting
• Pros earn billions on our platform
• 1000+ employees
• $3.2 billion valuation (June, 2021)

About the Service Team

The Thumbtack Service Team brings the Thumbtack mission to life! We focus on providing a great experience to our users through building customer loyalty and helping professionals grow their businesses.

About the Role

The Spanish Customer Service Manager will be heading a team of Customer Service Specialists responsible for ensuring that all Spanish speaking professionals get best-in-class support whenever they contact Thumbtack Service by addressing their concerns correctly and accurately. A Spanish Customer Service Manager's main responsibilities are ensuring 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.

Responsibilities

• People Management
• Performance & Development
• Hold regular coaching sessions, huddles, calibrations, and team meetings
• Manage, coach, and mentor your team to handle contacts correctly and efficiently. Handle escalated cases as necessary.
• Create and facilitate a customized development plan for every team member to enable them to achieve their full potential
• Complete specialist scorecards and provide regular feedback to them
• Address any performance issues
• Culture & Ways of Work
• Communication
• Communicate and cascade timely and concisely all the updates, company policies, events, programs, and all other information that are relevant to the team members
• Make the team always updated on the company policies and implement them fairly, objectively, and consistently
• Provide feedback and hold employee conversations when necessary
• Manage conflict and maintain strong teamwork, respect, and trust among members
• Engagement
• Be an ambassador and live up to Thumbtack values
• Foster high morale, engagement, and camaraderie within the team
• Nurture a psychologically safe environment and culture of proactively surfacing findings, giving suggestions, and speaking up ideas
• Administrative
• Create, coordinate and deliver performance reviews and compensation conversations for every team member
• Ensure compliance to and completion of coaching documents for team members.
• Ensure timekeeping details of your team are accurate and updated
• Operations Management
• Manage the day-to-day operations:
• Set team members’ expectations, monitor, and support them to meet their KPIs and other operational metrics; coach team members when needed
• Provide constant support to the specialists, including handling of escalations or edge cases
• Report and manage any technical issues encountered by the team affecting their work
• Manage the staffing when necessary
• Work with the relevant cross-functional teams when needed to ensure smooth operations
• Monitor and report unusual trends and anything that could affect the operations
• Continuous improvement
• Find ways and means to improve KPIs, guidelines, and processes
• Write, manage, improve and update task guidelines and SOPs
• Look at trends and surface insights that could minimize/eliminate risks on or improve the operations
• Work on weekly reports and other related reports.
• Function as a Business Continuity Plan (BCP) Committee member to ensure readiness and proper execution of BCP
• Other responsibilities:
• Participate and contribute to the quarterly team planning sessions
• Participate and contribute to the team policies and to the new initiatives created/built by the management group of TPH
• Participate in interviewing candidates during Customer Service Specialist hiring
• Participate in improving and facilitating operational processes and infrastructure (e.g. onboarding process improvement and facilitation, dashboard and report improvements, etc.)
• Accept and effectively manage new projects for the Customer Service team or TPH
• Stakeholder Management
• Build and maintain stakeholder relationships both onshore and offshore on a daily basis
• Work with the partners from San Francisco, Salt Lake, and Toronto offices to improve policies and processes
• Present weekly metrics in global meetings and provide operational and business insights
• Work cross-collaboratively with enablement teams from the Philippines (Training, QA, Workforce Management, Analytics, HR)

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.

• At least 4 years of professional experience in the BPO, shared services, or similar industry, 3 years of which have been spent in a leadership capacity/level
• Strong preference for those with the following experience:
• 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 that involve supporting and resolving issues in online marketplaces, communities, e-commerce, and or consumer/app products
• Ability to communicate effectively in English and Spanish
• Willingness to work during the graveyard shift, holidays, weekends, and rotating rest days
• Comfortable working in a fast-paced tech startup environment

Bonus points if you have

• Experience using Salesforce and Teleopti is preferred but not required
• Experience in project management
• Background and/or training in process improvement methodologies such as Lean or Six Sigma
• Background and/or training in COPC

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.

• Virtual-first working model coupled with in-person events
• 20 company-wide holidays including a week-long end-of-year company shutdown
• Libraries (optional use collaboration & connection hubs)in San Francisco and Salt Lake City
• WiFi reimbursements
• Cell phone reimbursements (North America)
• Employee Assistance Program for mental health and well-being

Learn More About Us

• Life @ Thumbtack Blog
• How Thumbtack is embracing virtual work
• Follow us on LinkedIn
• Meet the pros who inspire us

Thumbtack embraces diversity. We are proud to be an equal opportunity workplace and do not discriminate on the basis of sex, race, color, age, pregnancy, sexual orientation, gender identity or expression, religion, national origin, ancestry, citizenship, marital status, military or veteran status, genetic information, disability status, or any other characteristic protected by federal, provincial, state, or local law. We also will consider for employment qualified applicants with arrest and conviction records, consistent with applicable law.

Thumbtack is committed to working with and providing reasonable accommodation to individuals with disabilities. If you would like to request a reasonable accommodation for a medical condition or disability during any part of the application process, please contact: [email protected].

If you are a California resident, please review information regarding your rights under California privacy laws contained in Thumbtack’s Privacy policy available at https://www.thumbtack.com/privacy/ .