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

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