Spanish/English (Bilingual-Spanish Support) Premier Service Advocate

9 Hours ago • 2 Years +

Job Summary

Job Description

As a Premier Support Advocate on the Spanish support team, you will be handling inbound requests in Spanish through various channels, including phone, chat, SMS, and email. You'll navigate account changes, profile updates, billing inquiries, website and app assistance, and retention while ensuring a high-quality experience. You will need to actively listen to callers' concerns and offer unique solutions. You'll need to be the voice of Thumbtack on the front lines.
Must have:
  • Bilingual and professional Spanish proficiency
  • 2+ years experience in customer service
  • Self-motivated and detail oriented
  • Stellar communication and de-escalating skills
  • Ability to maintain customer focus

Job Details

Thumbtack helps millions of people confidently care for their homes.

Thumbtack is the one app you need to take care of and improve your home — from personalized guidance to AI tools and a best-in-class hiring experience. Every day in every county of the U.S., people turn to Thumbtack to complete urgent repairs, seasonal maintenance and bigger improvements. We help homeowners know which projects to do, when to do them and who to hire from our growing community of 300,000 local service businesses. If making an impact inspires you, join us. Imagine what we’ll build together.

About the Spanish Support Team

We're a tight-knit team of support advocates, working closely with our Spanish customer and pro community to help drive their success. Spanish support is dedicated to providing the highest quality of customer service, delivering it with a sense of warmth, friendliness, individual pride, and an emphasis on the Thumbtack Values. The spanish support team provides a white glove experience to our Spanish-speaking community of professionals and customers. Our mission is to not only to address a language need, but to provide support with cultural needs.

About the Role

As a Premier Support Advocate, on our Spanish support team, you bring our Thumbtack mission to life! This is a US remote, individual contributor role, reporting directly to a Team Manager on our Spanish team. By handling inbound requests, in Spanish, through our users' different channels (phone, chat, SMS, and email), you navigate the challenges of account changes, profile updates, billing inquiries, website and app assistance, and retention while ensuring a high-quality, high-quality, low-effort experience for the caller. Our best customer support representatives are enthusiastic individuals who thrive in a fast-paced environment that balances technology and human empathy to build customer trust and loyalty. Conflict resolution and negotiation skills are a must as you actively listen to our callers' concerns to offer a unique and innovative solution to each problem or complaint that comes your way. You are the voice of Thumbtack on the front lines!

What you’ll do

  • Partner with our Spanish pros and customers by listening to their needs and providing the best solutions - you’re the expert! 
  • 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

In order to be successful, you must bring

  • 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
  • Bonus: speaks Portuguese as well as Spanish fluently

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 $47,300 - $57,800. 
  • 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 $42,600 - $52,000. 
  • For candidates living in all other US locations, the expected salary range for this role is currently $40,100 - $49,100. 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.

#LI-Remote

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: recruitingops@thumbtack.com

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/ .

Similar Jobs

The Walt Disney Company - Senior Contract Administrator

The Walt Disney Company

Hong Kong (On-Site)
2 Weeks ago
VX Media - Human Resources Specialist

VX Media

New York, New York, United States (On-Site)
3 Months ago
King - Senior HR Business Partner

King

(On-Site)
2 Weeks ago
Sporty Group - Human Resources Lead

Sporty Group

Mumbai, Maharashtra, India (On-Site)
4 Months ago

Get notifed when new similar jobs are uploaded

Similar Skill Jobs

Build A Rocket Boy - Community Support Manager

Build A Rocket Boy

(Remote)
3 Days ago
Scopely - Manager, Player Services

Scopely

Bengaluru, Karnataka, India (Hybrid)
10 Hours ago
Syniverse - Sr. QA Backend Test Engineer

Syniverse

Bengaluru, Karnataka, India (On-Site)
8 Months ago
Illuminia - Staff S&OP Manager - Product Portfolio Planning

Illuminia

San Diego, California, United States (On-Site)
1 Day ago
HoYoverse - Litigation Counsel

HoYoverse

Singapore (On-Site)
3 Months ago
GoMotive - QA Manager, Enterprise Systems Engineering

GoMotive

(Remote)
1 Day ago
Playtech - iGaming - Floor Supervisor

Playtech

Atlantic City, New Jersey, United States (On-Site)
1 Week ago
Company3 Method Studios - Billing Associate

Company3 Method Studios

Maharashtra, India (Remote)
4 Months ago
THE GAME - Community Resource Manager

THE GAME

London, England, United Kingdom (Hybrid)
1 Month ago
Flow - Leasing Specialist

Flow

Fort Lauderdale, Florida, United States (On-Site)
2 Days ago

Get notifed when new similar jobs are uploaded

Jobs in Worldwide

Looks like we're out of matches

Set up an alert and we'll send you similar jobs the moment they appear!

Similar Category Jobs

Looks like we're out of matches

Set up an alert and we'll send you similar jobs the moment they appear!

Level Up Your Career in Game Development!

Transform Your Passion into Profession with Our Comprehensive Courses for Aspiring Game Developers.

Job Common Plug