Experiments Specialist
New
T
ThumbtackService
Remote, PhilippinesFull-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- 3+ years of experience
- Required Skills
- Salesforce
Requirements
- 3+ years of experience in customer support, success, or service-focused roles.
- Excellent written and verbal communication skills.
- Ability to work 40 hours per week including evenings, weekends, and holidays as needed.
- Self-motivated with a high degree of ownership, accountability, and a strong growth mindset.
- Passionate about experimentation, service design, and helping others succeed.
- Familiarity with tools like Salesforce (SFDC), Genesys, spreadsheets, and collaborative docs.
Responsibilities
- Deliver best-in-class service via phone, email, chat, and text, ensuring every interaction with Thumbtack users is empathetic, thoughtful, and aligned with our values.
- Master the tools and processes of each experiment quickly and apply your understanding to support users with accuracy and confidence.
- Implement and pressure test project-specific workflows and service strategies, offering insight into what works and what doesn’t, and helping iterate on the go.
- Provide real-time feedback and data-driven recommendations to product, operations, and support teams to improve tools, policies, and user experiences.
- Collaborate cross-functionally with internal teams including Product, Engineering, Operations, and Trust & Safety to identify challenges and opportunities.
- Balance innovation and stability by identifying issues with new workflows while proposing creative, actionable solutions rooted in user needs.
- Maintain KPI excellence and contribute to achieving experiment-specific performance metrics and service goals.
- Own your learning and development, staying curious, proactive, and adaptable in a dynamic, fast-moving team.
- Participate in the incentive plan specific to the experiment and type of work assigned, adapting as needed to shifting objectives and goals of each experiment
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