Social Media Support Operations Specialist

About the Social Media Support Team

Our Social Media Team supports customers and pros on all Social Media platforms while simultaneously protecting the Thumbtack brand. This team is part of the Trust and Safety org and efficiently collaborates on escalated reports from customers or pros to ensure a safe and high-quality experience. We work closely with our Brand and Marketing teams to ensure that our public support personality showcases the Thumbtack brand and content vision.

About the Role

As a Social Media Specialist, you will represent the Thumbtack brand publicly through social media channels as a partner to our users. You aim to answer their questions and ensure they feel heard via our public channels. As a brand ambassador, you’ll be a part of a tight-knit team monitoring and responding to comments, questions, or concerns. You’ll work collaboratively with multiple teams across Thumbtack.

Your Responsibilities

• Brand Reputation Management: Respond efficiently to comments and complaints via social media platforms, including: Facebook, X, Instagram, Glassdoor, app store reviews, BBB, Linkedin,  and additional review websites.
• Support Mindset: Identify issues, trends, and common problems facing our users; while maintaining knowledge of the Thumbtack platform to assist customers in resolving their concerns. Triage escalated concerns and collaborate on sensitive issues.
• High Levels of Initiative and Accountability: Showcase flexibility to take on a wide range of projects with ownership.
• Collaboration: Build and maintain interdepartmental relationships.

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.

• Relevant Experience: Experience in Social Media and/OR Customer Support Required. Trust and Safety experience is an additional bonus.  High school diploma or equivalent required.
• Communication Skills: Advanced proficiency in spoken and written English and bonus points if you are fluent in Spanish. Proven competence in engaging diverse audiences, including customers, internal teams, and cross-functional partners.
• Problem-Solving and Adaptability: Exceptional problem-solving and strategic thinking skills, with the ability to work independently and adapt to shifting priorities.
• Collaboration and Resilience: Strong collaboration skills, self-motivated, resilient, and adaptable. Strong sense of urgency and ownership.

Bonus points if you have

• Previous Social Media Support or Trust and Safety Experience.
• Experience handling escalated situations/customer service issues.
• Experience using Social Media Management platforms.
• Experience working for a company offering services through an online Marketplace.

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. 

For candidates living in San Francisco / Bay Area, San Jose, New York City, or Seattle metros, the expected salary range for the role is currently $68,000 - $83,100.

For candidates living in Austin, TX or Washington DC metros or in California, Massachusetts, New Jersey, or Washington states, the expected salary range for the role is currently $61,200 - $74,800.

For candidates living in all other US locations, the expected salary range for this role is currently $57,800 - $70 ,600. 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.

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