Service Team Manager

📋 Description

• Lead a team of Service Advocates to provide best-in-class support for Thumbtack pros and customers.
• Ensure KPIs and targets are met and operations comply with company policies.
• Collaborate cross-functionally to resolve issues and improve workflows.

🎯 Requirements

• 4+ years in BPO/shared services; at least 3 years in a leadership role
• Experience managing voice and non-voice channels (SMS, chat, email)
• Proven leadership in teams with CSAT, Sales, AHT, and Quality metrics
• Experience in online marketplaces, e-commerce, or consumer/app products
• Strong English communication skills
• Willing to work graveyard shifts, holidays, weekends, and rotating rest days