Service Team Manager

About the Service & Support Team

The Thumbtack Service & Support 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.

About the Role

The Service Team 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 & Support 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 4 years of professional experience in the BPO, shared services, or similar industry, 3 years of which have been spent in a leadership capacity/level
• Working and managing both voice account and non-voice account that handles SMS, Chat, and Email contacts
• Previous experience in handling a team with sales and customer service focus metrics - CSAT, Sales, AHT, and Quality
• Working on operations or projects that involve supporting and resolving issues in online marketplaces, communities, e-commerce, and or consumer/app products
• Ability to communicate effectively in English
• Willingness to work during the graveyard shift, holidays, weekends, and rotating rest days
• Comfortable working in a fast-paced tech startup environment
• Experience using Salesforce and Teleopti is preferred but not required
• Experience in project management
• Background and/or training in process improvement methodologies such as Lean or Six Sigma
• Background and/or training in COPC