Customer Experience Agent
WhatNotSalary not specified
Full Time
Entry Level & New Grad, Junior (1 to 2 years)
Not SpecifiedCompensation
Junior (1 to 2 years), Mid-level (3 to 4 years)Experience Level
Full TimeJob Type
UnknownVisa
Technology, Home ServicesIndustries
Requirements
- 2+ years of experience in Quality Assurance in a contact center operations environment
- Strong analytical, critical thinking, and documentation skills
- Experience using QA and analytics tools to track quality metrics and generate reports
- Proficiency in Google Workspace (Sheets, Docs, Slides) and QA/CRM tools (e.g., Genesys, Salesforce, Observe.AI)
- Strong written and verbal communication skills
Responsibilities
- Perform quality audits on customer/pro interactions (calls, chats, emails)
- Track and analyze trends in audit results, escalating patterns that may impact quality or customer experience
- Partner with team leads, QA peers, and cross-functional partners to create feedback loops that improve agent performance
- Maintain and update QA scorecards, documentation, and calibration processes
- Publish reports and insights to drive data-backed decision-making across teams
- Participate in calibration sessions and operations/company meetings
Skills
QA auditing
data analysis
quality assurance
process improvement
customer interaction analysis
trend identification
root cause analysis
Excel
SQL
Thumbtack
Online marketplace connecting consumers with local professionals
About Thumbtack
Thumbtack connects consumers with local professionals for various services through its online marketplace. Users can find professionals like plumbers, electricians, and landscapers by searching the platform, comparing prices, reading reviews, and booking services directly. The platform offers cost estimates based on numerous bids from professionals, helping consumers understand potential service costs. Thumbtack generates revenue by charging professionals for leads, which are inquiries made by customers through the site. This model allows Thumbtack to serve a wide range of customers across the U.S., making it easier for them to find and hire local service providers.
San Francisco, CaliforniaHeadquarters
2008Year Founded
$680.3MTotal Funding
DEBTCompany Stage
Consumer Software, Consumer GoodsIndustries
1,001-5,000Employees
Benefits
Remote Work Options
Paid Holidays
Phone/Internet Stipend
Mental Health Support
Risks
Increased competition from OfferUp could dilute Thumbtack's market share.
Dependency on RentRedi partnership may risk customer acquisition dynamics.
Reliance on external funding could be risky if market conditions change.
Differentiation
Thumbtack connects users with 300,000 local service businesses across the U.S.
The platform offers personalized guidance and cost estimates for various home services.
Thumbtack charges professionals for leads, ensuring a straightforward revenue model.
Upsides
Partnership with OfferUp expands market reach and customer base.
$75 million financing boosts technology investment and service expansion.
Experienced leaders enhance legal and user research capabilities, improving trust and experience.
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