[Hiring] Experiments Advocate @Thumbtack

Role Description

Experiments Specialists are frontline experts within Thumbtack’s Experiments Team, directly supporting customers and pros while helping validate, refine, and scale new service models. You’ll work across fast-moving pilot programs, pressure-test workflows, identify friction points, and surface insights that inform operational and product decisions.

Success in this role requires exceptional adaptability, strong critical thinking, and a consultative, customer-obsessed approach. You’ll manage cases end-to-end across multiple channels (phone, chat, SMS, and email), deliver high-quality service, and help define what “great” looks like in emerging support experiences.

You’ll be a trusted partner for users, an advocate for scalable solutions, and a key contributor to shaping Thumbtack’s future services.

What you’ll do

• Deliver best-in-class service via phone, email, chat, and text, ensuring every interaction with Thumbtack users is empathetic, thoughtful, and aligned with our values.
• Master the tools and processes of each experiment quickly and apply your understanding to support users with accuracy and confidence.
• Implement and pressure test project-specific workflows and service strategies, offering insight into what works and what doesn’t, and helping iterate on the go.
• Provide real-time feedback and data-driven recommendations to product, operations, and support teams to improve tools, policies, and user experiences.
• Collaborate cross-functionally with internal teams including Product, Engineering, Operations, and Trust & Safety to identify challenges and opportunities.
• Balance innovation and stability by identifying issues with new workflows while proposing creative, actionable solutions rooted in user needs.
• Maintain KPI excellence and contribute to achieving experiment-specific performance metrics and service goals.
• Own your learning and development, staying curious, proactive, and adaptable in a dynamic, fast-moving team.
• Participate in the incentive plan specific to the experiment and type of work assigned, adapting as needed to shifting objectives and goals of each experiment.

Qualifications

• 3+ years of experience in customer support, success, or service-focused roles.
• Excellent written and verbal communication skills.
• Ability to work 40 hours per week including evenings, weekends, and holidays as needed.
• Self-motivated with a high degree of ownership, accountability, and a strong growth mindset.
• Passionate about experimentation, service design, and helping others succeed.
• Bonus points if you have technical writing or documentation experience to support the rollout of new workflows.
• Familiarity with tools like Salesforce (SFDC), Genesys, spreadsheets, and collaborative docs.
• Background in sales, customer success, or platform operations with insight into customer lifecycle challenges preferred but not required.
• Experience in high-growth or experimental service environments.