Premier Support Advocate, Bilingual (Spanish-English)

Thumbtack•San Francisco, CA

7d•$37,400 - $51,400•Remote

About The Position

Thumbtack is seeking a Premier Support Advocate, Bilingual (Spanish-English) to join their Spanish Support Team. This US remote, individual contributor role involves handling inbound customer requests in Spanish via phone, chat, SMS, and email. The advocate will address account changes, profile updates, billing inquiries, website and app assistance, and retention efforts, aiming to provide a high-quality, low-effort experience. The ideal candidate is enthusiastic, thrives in a fast-paced environment, and balances technology with human empathy to build customer trust and loyalty. Strong conflict resolution and negotiation skills are essential for actively listening to customer concerns and offering innovative solutions. This role is on the front lines, representing the Thumbtack brand.

Requirements

Bilingual and professional Spanish proficiency.
2+ years experience in a customer service driven role, preferably in a call center environment (but not required).
Self-motivated and detail oriented.
Stellar communication and de-escalating skills.
Ability to maintain a high level of customer focus in a variety of complicated situations while equally considering the customer and company needs.
Proven history of consistently meeting attendance and performance expectations.

Responsibilities

Partner with Spanish pros and customers by listening to their needs and providing the best solutions.
Maintain excellent knowledge of Thumbtack’s products and services.
Participate in 30-40 Phone, SMS, or Chat consultations a day with Spanish users to determine the best solution to get jobs done and grow small businesses.
Troubleshoot and resolve customer inquiries with effective problem-solving and de-escalating skills while building a relationship with the caller.
Maintain high-performance metrics including quality, adherence, efficiency, customer satisfaction, and net promoter scores.
Continuously look for areas of improvement and communicate trends to the appropriate parties.
Engage with team members through weekly development sessions, training, and support interactions that help build each other.