Service Team Manager

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 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 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.

Employee perspective

“Working for a company that listens to feedback, whether it’s from our users or our employees, is very inspiring.”

Archana — Archana

About the Role

The Service Manager will be heading a team of Service Advocates responsible for ensuring that all professionals get best-in-class support whenever they contact Thumbtack Service by addressing their concerns correctly and accurately. A 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.

What you’ll do

• Lead, coach, and develop team members through regular 1:1s, huddles, and calibrations; create personalized development plans and provide ongoing feedback to help each person reach their full potential.
• Drive team performance and quality by monitoring KPIs, addressing performance issues, managing escalations, and ensuring consistent adherence to policies and service standards.
• Foster an inclusive, high-trust culture that reflects Thumbtack’s values—encouraging collaboration, engagement, and psychological safety where team members feel empowered to share ideas and suggestions.
• Communicate clearly and consistently by cascading updates, goals, and company programs in a timely and transparent manner, ensuring alignment across the team.
• Collaborate cross-functionally with partners across Operations, Training, QA, Workforce Management, Analytics, and HR to resolve issues, improve workflows, and maintain smooth daily operations.
• Manage core people operations including performance reviews, compensation discussions, coaching documentation, and accurate timekeeping to ensure compliance and fairness.
• Identify trends and drive continuous improvement by surfacing insights, refining KPIs and processes, and contributing to key projects that enhance operational efficiency and team effectiveness.

In order to be successful, you must bring

• At least 5 years of operations leadership experience in the BPO, shared services, or similar industry
• Experience managing both voice and non-voice accounts handling SMS, chat, and email contacts
• Experience leading teams with sales and customer service focus metrics — CSAT, Sales, AHT, and Quality
• Experience supporting and resolving issues in online marketplaces, communities, e-commerce, or consumer/app products
• Effective communication skills in English
• Willingness to work graveyard shifts, holidays, weekends, and rotating rest days
• Comfort working in a fast-paced tech startup environment
• Experience in project management
• Background and/or training in process improvement methodologies such as Lean or Six Sigma
• Background and/or training in COPC
• Familiarity with Salesforce and Teleopti is a plus

Thumbtack by the numbers

• $600B+ — opportunity in Thumbtack’s market home services
• 4.5M+ — customers in past 12 months
• 100M — projects started on Thumbtack
• 15M — 5-star reviews
• $3.2B — valuation (as of June 2021)

This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the position. Duties and responsibilities may be modified or assigned at any time based on business needs.

Thumbtack uses AI tools to support our resume screening process. However, our Recruiting team’s expertise and judgment guide hiring decisions.

Scammers sometimes pose as Thumbtack recruiters or employees. Check out our blueprint on how to spot the fakes.

Supporting you at work and beyond

In addition to our virtual-first model, we offer:

Paid time off

30 days of PTO (pro-rated based on start date), including a week-long, end-of-year shutdown and a 15% night shift differential.

Remote work stipend and internet allowance

PHP 46,600.00 annual stipend to use for professional development, self care, office set-up and more. We also provide PHP 1,500/month internet allowance.

Mental health and financial coaching

12 coaching sessions and 12 therapy sessions for yourself and your dependents. We also offer one-on-one financial guidance from a financial wellness provider.

Inclusive healthcare

HMO coverage includes yourself and up to three of your dependents (two at no cost). We also cover common-law and same-sex domestic partners.

AI Tech Stack

Observe.AI, Forethought, Coda AI, Zoom AI Companion, Atlassian AI, and more.
_{*Access varies based on location, team, and role.}