Head of Service at Thumbtack

Thumbtack is seeking a Head of Service to lead the delivery of outstanding service experiences for both Pros and Customers. This senior leadership position requires a blend of operational excellence, a customer-centric approach, and effective team leadership to drive the service vision and uphold the highest performance standards.

The Head of Service will manage and improve the entire service journey, ensuring interactions are seamless, empathetic, and efficient. Their leadership will empower teams to exceed expectations, resolve challenges with precision, and create a supportive and valued experience.

Responsibilities include:

• Leading and inspiring the Service Team by providing guidance, mentorship, and development to a high-performing team.
• Developing and executing service strategies that enhance operational efficiency and elevate customer experiences.
• Promoting a customer-first mindset in all service interactions, ensuring prompt, accurate, and empathetic support.
• Evaluating service performance metrics and customer feedback to identify areas for enhancement.
• Managing service department resources, budgets, and performance KPIs to achieve operational objectives.
• Collaborating with key stakeholders across various departments such as service operations, sales, marketing, and product development.
• Addressing complex or escalated customer concerns with urgency and empathy to maintain strong customer relationships.

Requirements:

• 10+ years of experience leading people in contact center/operations management.
• 2+ years of experience leading remote teams across multiple time zones.
• Working knowledge of customer experience metrics and KPIs such as CSAT, NPS, FCR, and Quality.
• 5+ years of experience in a customer service leadership role, specifically in a contact center environment.
• Excellent communication skills and the ability to build relationships with diverse team members and customers.
• Experience working with call center or CRM technologies.
• Strategic thinking, planning, and execution skills.

Thumbtack offers:

• Virtual-first working model with in-person events.
• 20 company-wide holidays.
• WiFi reimbursements.
• Employee Assistance Program for mental health and well-being.