Premier Support Advocate, Bilingual (Spanish-English)

About the role

This is a US remote, individual contributor role, reporting directly to a Team Manager on our Spanish team. You will partner with our Spanish pros and customers by listening to their needs and providing the best solutions - you’re the expert!

Responsibilities

• Maintain excellent knowledge of Thumbtack’s products and services
• Participate in 30-40 Phone, SMS, or Chat consultations a day with our Spanish users to determine the best solution to get jobs done and grow small businesses
• Troubleshoot and resolve customer inquiries with effective problem-solving and de-escalating skills while building a relationship with the caller
• Maintain high-performance metrics including quality, adherence, efficiency, customer satisfaction, and net promoter scores
• Continuously look for areas of improvement and communicate trends to the appropriate parties
• Engage with team members through weekly development sessions, training, and support interactions that help build each other

Requirements

• Bilingual and professional Spanish proficiency
• 2+ years experience in a customer service driven role, preferably in a call center environment (but not required)
• Self-motivated and detail oriented
• Stellar communication and de-escalating skills
• Ability to maintain a high level of customer focus in a variety of complicated situations while equally considering the customer and company needs
• Proven history of consistently meeting attendance and performance expectations

Qualifications

• Self-motivated and detail oriented
• Stellar communication and de-escalating skills
• Ability to maintain a high level of customer focus in a variety of complicated situations while equally considering the customer and company needs
• Proven history of consistently meeting attendance and performance expectations

Skills

• Customer service skills
• Problem-solving skills
• Communication skills
• De-escalation skills

Benefits

• Competitive compensation package
• Health insurance options
• Flexible work schedule
• Professional development opportunities

Pay

Actual offered salaries will vary and will be based on various factors, such as calibrated job level, qualifications, skills, competencies, and proficiency for the role.

Schedule

US remote, individual contributor role