Experiments Specialist

3 weeks, 2 days ago
Full-time
Junior
Customer and Technical Support
Thumbtack

Thumbtack

Thumbtack is a platform that connects individuals with local professionals for a wide range of services, from house painting to personal training. By answering a few questions, users receive quotes from qualified professionals, making it easy to compar...

Construction & Engineering
1K-5K
Founded 2009
$698M raised

Description

  • Deliver empathetic, high-quality support via phone, chat, SMS, email, and text.
  • Manage cases end-to-end across multiple support channels.
  • Learn and apply the tools and processes for each experiment quickly and accurately.
  • Implement and pressure test project-specific workflows and service strategies.
  • Provide real-time feedback and data-driven recommendations to product, operations, and support teams.
  • Collaborate cross-functionally with Product, Engineering, Operations, and Trust & Safety.
  • Identify workflow issues and propose practical, user-focused solutions.
  • Maintain performance against experiment-specific KPIs and service goals.
  • Adapt to shifting objectives and participate in the incentive plan tied to each experiment.

Requirements

  • 3+ years of experience in customer support, customer success, or another service-focused role.
  • Excellent written and verbal communication skills.
  • Ability to work 40 hours per week, including evenings, weekends, and holidays as needed.
  • Self-motivated with strong ownership, accountability, and a growth mindset.
  • Interest in experimentation, service design, and helping others succeed.
  • Familiarity with Salesforce (SFDC), Genesys, spreadsheets, and collaborative docs.
  • Technical writing or documentation experience is a plus.
  • Background in sales, customer success, or platform operations with insight into customer lifecycle challenges is preferred.
  • Experience in high-growth or experimental service environments is preferred.

Interested in this position?

Apply directly on the company website

Apply Now

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