At Thumbtack, we empower independent pros to grow their businesses. As a Pro Success Specialist, you'll be on the front lines, partnering with our pros as their strategic guide to help them unlock their full potential and achieve success on our platform.
What You'll Do
- Partner with pros by listening to their needs and providing the best solutions, prioritizing their satisfaction and longevity.
- Conduct at least 50 outbound calls per day to determine the best solutions to help pros get hired.
- Build rapport with pros and anticipate their needs and long-term business goals.
- Perform comprehensive profile reviews, guiding pros through key areas like response time, reviews, and profile pictures.
- Identify opportunities to cross-sell additional Thumbtack products or services.
- Actively listen to pro concerns, probe for details, and provide recommendations.
- Set proper expectations on lead costs, marketing, and ROI.
- Troubleshoot and resolve pro inquiries with effective problem-solving and de-escalating skills.
- Proactively follow up with pros via call, SMS, and/or email.
- Maintain high-performance metrics including revenue attainment, quality adherence, and pro satisfaction.
- Continuously identify areas for improvement that drive revenue and communicate trends.
- Make independent decisions while balancing pro and company needs.
- Engage with team members through weekly development sessions, training, and support.
What We're Looking For
- 1–2 years of B2B selling and/or success experience.
- A minimum of 6 months of outbound calling or collections exposure.
- Experience with customer retention, churn, onboarding, and reactivation.
- A proven track record of meeting or exceeding quotas.
- Proficiency in English.
- A collaborative, consultative, and problem-solving mindset.
- Experience in pipeline management, customer support, and product education.
Nice to Have
- Experience in the BPO, Shared Services, or home service industry.
- Marketing or advertising sales experience.
- Experience with tools such as Salesforce, AI tools, and Google Suite.
Technical Stack
- Salesforce
- AI tools
- Google Suite
Team & Environment
You will be part of our Success Team, collaborating closely with colleagues to champion our pros.
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.
