Sales Success Specialist (B2C)
WFA Digital Insight
Thumbtack’s Service & Support team is looking for a Success Specialist who lives at the intersection of customer experience and revenue generation. The role blends high‑volume inbound/outbound communication—phone, chat, SMS, email—with a consultative sales mindset, meaning candidates must be comfortable both solving problems and spotting cross‑sell moments in real time. What makes this opening stand out is the expectation to handle at least 55 calls daily while maintaining metrics like net promoter score and revenue attainment. It’s a chance to work for a company that powers millions of home‑improvement decisions, offering direct exposure to a broad service marketplace without the typical corporate layers.
Job Description
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 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 As a Customer Success Specialist (CSS), you bring our Thumbtack mission to life! This is a part of our inbound/outbound sales and success efforts, where you would work specifically to resolve customer plans to service their homes. By handling customer requests through our users' different channels (phone, chat, SMS, and email), you navigate the challenges of customer needs, profile requests, and more specifically service inquiries. Our best representatives are enthusiastic individuals who thrive in a fast-paced revenue-driving environment that builds customer trust, loyalty, and drive departmental goals. The ideal candidate will have a proven track record in outbound and inbound sales efforts, with experience in recovery and expansion programs. Must also be adaptable in your sales pitch to meet customer and departmental needs. WHAT YOU’LL DO - Partner with our customers by listening to their needs and providing the best solutions - you’re the expert!
- Maintain excellent knowledge of Thumbtack’s products and services, as well as industry standards and best practices for home maintenance, improvement, and repair projects.
- Participate in at least 55 inbound and outbound calls per day with our users to determine the best solution to get jobs done.
- Successfully build rapport with the customers and be able to anticipate their needs - Identify opportunities to cross-sell additional products or services to existing customers.
- Actively listen to customer concerns, have the ability to probe, and be able to provide recommendations when necessary.
- Troubleshoot and resolve customer inquiries with effective problem-solving and de-escalating skills while building a relationship with the caller.
- Proactively follow up with customers via SMS and/or email.
- Maintain high-performance metrics including revenue attainment, quality adherence, efficiency, customer satisfaction, and net promoter scores.
- Continuously look for areas of improvements that drive revenue and communicate trends to the appropriate parties.
- Make independent and insightful decisions while keeping the customer and company needs in mind.
- Engage with team members through weekly development sessions, training, and support interactions that help build each other.
- English proficiency - Have a collaborative attitude to share techniques and success with the team - Prospecting and Pipeline Management experience 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.
How to Stand Out
- Highlight any experience handling high call volumes and mention the exact daily target you met.
- Include examples of successful cross‑selling or upselling you achieved in previous roles.
- Prepare to discuss how you use Excel for tracking metrics or reporting; bring a brief screen‑share ready.
- Demonstrate your de‑escalation technique with a concise STAR story during the interview.
- Research Thumbtack’s product lineup so you can speak confidently about specific services.
- Ask about the team’s typical workflow and performance metrics to show genuine interest.
- Be ready to negotiate remote‑work stipends or equipment allowances if not included in the offer.
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