---
title: 'Customer Service Advocate (Multi-Channel Support) at Thumbtack'
canonical: 'https://feeny.ai/job/customer-service-advocate-multi-channel-support-thumbtack-philippines-0adkatfvqjx3'
type: 'job'
last_seen: '2026-09-10'
---

# Customer Service Advocate (Multi-Channel Support) at Thumbtack

- **Company:** Thumbtack
- **Location:** Philippines
- **Employment:** full-time
- **Work type:** remote
- **Posted:** 2026-09-07
- **Last confirmed live:** 2026-09-10
- **Apply:** https://jobs.ashbyhq.com/thumbtack/6af64bc2-c409-442a-9a61-30b9758d5f34/application

**Skills:** Voice support, Chat support, Email support, SMS support, CRM systems, Knowledge base navigation

> The Service Advocate manages user journeys by providing multi-channel support (phone, chat, email, SMS) to professionals and customers. The role focuses on resolving issues, processing refunds, and driving customer satisfaction in a fast-paced environment.

## 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 Service Operations Team

The Thumbtack Service Operations Team brings the Thumbtack mission to life! We focus on providing a great experience to our users by building customer loyalty and helping professionals grow their business. Service Advocates are responsible for managing the user journey by providing the best solution for each individual- both pro and customer. We focus on providing a great experience to our users through consistent, quality, and efficient Email, Refund, Chat, SMS, and Voice support. To be successful, it’s important that our advocates prioritize the most important work first in order to navigate our fast-paced service environment.

## About the Role

The Service Advocate creates user experiences that are simple, valuable, and inspired. They are responsible for making sure that all professionals get best-in-class support whenever they contact Thumbtack Support Operations by addressing their concerns correctly and accurately, you will help set our professionals up for success.

## What you’ll do

- Maintain excellent knowledge of Thumbtack’s products and services after completing our training  and onboarding program
- Participate in 30-40 inbound requests through the different channels (phone, chat, SMS, and email) daily with our users to determine the best solution to get jobs done and grow small businesses
- Obsess over customers and professionals by constantly focusing on solutions and guiding professionals to maximize their engagement and experience with Thumbtack
- Demonstrate accountability by meeting/exceeding monthly productivity, quality, customer satisfaction, and resolution rate targets and finding ways to improve KPIs, guidelines, and processes
- Maintain a deep understanding of the Thumbtack policies and keep abreast of recent changes and new additions to the policy in order to process refund and email tickets effectively
- Contribute as a team member by engaging in coaching sessions, team meetings, team-building activities, and other team and company events

In order to be successful, you must bring

- Customer-obsessed with an understanding of what it takes to provide a great experience
- 2+ year experience in a customer service-driven role- BPO, shared services, related industry
- Experience working in a multi-channel (Voice, Chat, Email) environment. Voice experience is a must! Excellent English verbal and written communication skills
- Expert de-escalation and conflict resolution skills
- Adaptability and resilience for handling complex interactions and frequent change
- Willingness to work all shifts including daytime, mid-day, and graveyard shifts. Must be available to work weekend days and some holidays.
- Excellent critical and analytical thinking skills or the ability to assimilate a variety of information and make logical/consistent decisions
- Comfortable navigating multiple systems (email, knowledge base, phone, chat, etc.) and getting up to speed quickly with our online tools

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. Thumbtack embraces diversity. We are proud to be an equal opportunity workplace and do not discriminate on the basis of sex, race, color, age, pregnancy, sexual orientation, gender identity or expression, religion, national origin, ancestry, citizenship, marital status, military or veteran status, genetic information, disability status, or any other characteristic protected by federal, provincial, state, or local law. We also will consider for employment qualified applicants with arrest and conviction records, consistent with applicable law. Thumbtack is committed to working with and providing reasonable accommodation to individuals with disabilities. If you would like to request a reasonable accommodation for a medical condition or disability during any part of the application process, please contact: recruitingops@thumbtack.com. For information about how Thumbtack collects, uses, and shares personal information about job applicants, please see our [Job Applicant Privacy Policy](https://www.thumbtack.com/job-applicant-privacy-policy). We put as much craftsmanship into candidate safety as we do into the hiring experience itself. While scammers may try to impersonate our team, we’ll never ask you for money, banking info, or SSNs during hiring. [Check out our blueprint on how to spot the fakes.](https://careers.thumbtack.com/recruiting-scams)

## About Thumbtack

## Company Overview
- **One-liner**: Thumbtack is a technology platform that connects homeowners with local service professionals for home repairs, maintenance, and improvements, while providing AI-powered tools and guidance.
- **Entity Type**: Private (Series E, $774.4M total funding)
- **Headquarters**: San Francisco, California, United States
- **Founded**: 2008
- **Founders**: Marco Zappacosta, Jonathan Swanson, Sander Daniels

## Core Business
- **Primary industry/industries**: Home Services Marketplace, Software Development
- **Target customers**: B2C (homeowners) and B2B (local service professionals, SMBs)
- **Mission or purpose statement**: To help millions of people confidently care for and improve their homes, while empowering local professionals to turn their talents into thriving businesses.

## Products & Services
- **Thumbtack Platform**: A mobile app and website where homeowners can find, compare, and book local pros for home services across 500+ project categories. Includes personalized guidance, AI tools, and a best-in-class hiring experience.
- **Pro Tools**: A suite of business management tools for the 300,000+ local service businesses on the platform, helping them find profitable jobs, manage bookings, and grow their operations.

## Market Standing
- **Valuation/Market Cap**: Not publicly disclosed (last reported valuation of $1.7B in 2021 per secondary market data)
- **Key Metric**: Annual Revenue of $300M (LinkedIn estimate); Total Funding of $774.4M
- **Notable Investors/Partners**: Sequoia Capital, Tiger Global Management, Javelin Venture Partners, Baillie Gifford, CapitalG
- **Growth Signals**: Over 12 million 5-star projects completed; 90 million+ projects started on the platform; 1,109 employees (+17.2% YoY); operates in 13 countries; acquired Setter (2020); the home services industry is less than 10% penetrated online, representing a $600B market opportunity.

## Competitive Advantages
- **Scale and Trust**: With over 12 million 5-star reviews and 300,000+ pros, Thumbtack has built a trusted, nationwide network that is difficult for new entrants to replicate.
- **Data and AI Moat**: The company is investing heavily in AI-native tools (e.g., AI-powered Marketing Analytics Agent) to improve matching, personalization, and operational efficiency for both homeowners and pros.
- **Dual-Sided Network Effects**: More homeowners attract more pros, and better pro tools attract more homeowners, creating a self-reinforcing growth loop.

## Strategic Focus
- **AI-First Transformation**: Thumbtack is rethinking workflows across the company, reducing repetitive tasks, and exploring how AI can improve day-to-day operations for both employees and users.
- **Expanding the "Home Care" Ecosystem**: Moving beyond a simple marketplace to become a comprehensive home care platform that provides guidance, AI tools, and a seamless hiring experience.
- **Virtual-First Talent Strategy**: Building a distributed workforce across the U.S., Canada, and the Philippines to access top talent while maintaining in-person connection through offsites and events.

## Why Work Here
- **Culture**: 94% of employees rate Thumbtack a great place to work. The company emphasizes a "virtual-first, not virtual-only" model, offering flexibility with opportunities for in-person connection.
- **Benefits**: $1,000 USD remote work support stipend (paid semi-annually), professional coaching via BetterUp, mental health resources from Modern Health and Therify, 12 weeks paid parental leave for all parents (birthing parents get 8 additional weeks), generous fertility benefits, flexible PTO, and 18 companywide holidays including a week-long end-of-year shutdown.
- **Engineering Culture**: Strong focus on data and AI, with engineers working at the intersection of these fields to solve real business problems. The company is "nimble enough to ensure your work is making an impact."
- **Remote Policy**: Virtual-first, with the ability to work from anywhere in the United States, Ontario/British Columbia (Canada), or the Philippines.
- **Employee Rating**: 4.1/5.0 on LinkedIn (682 reviews), with high marks for Work-Life Balance (4.2) and Culture (4.0).

## Sources
1. [thumbtack.com](https://www.thumbtack.com/about)
2. [careers.thumbtack.com](https://careers.thumbtack.com/)
3. [linkedin.com](https://www.linkedin.com/company/thumbtack-inc.)
4. [jobs.ashbyhq.com](https://jobs.ashbyhq.com/thumbtack)
5. [careers.thumbtack.com/jobs](https://careers.thumbtack.com/jobs)

## Other roles at Thumbtack

- [Staff Software Engineer, AI/ML Infrastructure](https://feeny.ai/job/staff-software-engineer-ai-ml-infrastructure-thumbtack-ontario-av5g93d0002s) — Ontario, Canada
- [Staff Software Engineer, AI/ML Infrastructure](https://feeny.ai/job/staff-software-engineer-ai-ml-infrastructure-thumbtack-united-states-damtef9nptvg) — United States
- [Product Designer, Partnerships and Brand Experience](https://feeny.ai/job/product-designer-partnerships-and-brand-experience-thumbtack-ontario-02x8cgb7wp3g) — Ontario, Canada
- [Product Designer, Partnerships and Brand Experience](https://feeny.ai/job/product-designer-partnerships-and-brand-experience-thumbtack-united-states-t6efmtck45sq) — United States
- [Product Manager, Pro Integrations & Foundations](https://feeny.ai/job/product-manager-pro-integrations-foundations-thumbtack-ontario-ajnpcnwh2v5z) — Ontario, Canada
- [Product Manager, Pro Integrations & Foundations](https://feeny.ai/job/product-manager-pro-integrations-foundations-thumbtack-united-states-9ezs3hdp04xk) — United States
- [Director, Organizational Development](https://feeny.ai/job/director-organizational-development-thumbtack-united-states-ch83wat8fc5m) — United States
- [Senior Brand Manager](https://feeny.ai/job/senior-brand-manager-thumbtack-ontario-rgy58ame8x5f) — Ontario, Canada
- [Senior Brand Manager](https://feeny.ai/job/senior-brand-manager-thumbtack-united-states-s2m80sg0bwaw) — United States
- [Sales Success Specialist (B2B)](https://feeny.ai/job/sales-success-specialist-b2b-thumbtack-philippines-gtp1m272yrtm) — Philippines