Social Media Support Operations Manager

A home is the biggest investment most people make, and yet, it doesn’t come with a manual. That's why we’re building the only app homeowners need to effortlessly manage their homes —  knowing what to do, when to do it, and who to hire. With Thumbtack, millions of people care for what matters most, and pros earn billions of dollars through our platform. And as one of the fastest-growing companies in a $600B+ industry — we must be doing something right. 

We are driven by a common goal and the deep satisfaction that comes from knowing our work supports local economies, helps small businesses grow, and brings homeowners peace of mind. We’re seeking people who continually put our purpose first: advocating for pros and customers, embracing change, and choosing teamwork every day.

At Thumbtack, we're creating a new era of home care. If making an impact and the chance to do good inspires you, join us. Imagine what we’ll build together. 

Thumbtack by the Numbers

• Available nationwide in every U.S. county
• Over 85 million projects started on Thumbtack
• More than 11 million 5-star reviews and counting
• Pros earn billions on our platform
• 1000+ employees 
• $3.2 billion valuation (June, 2021) 

About the Social Media Support Operations Team

Our Social Media Team supports customers and pros on all Social Media platforms while simultaneously protecting the Thumbtack brand. This team is part of the Trust and Safety org and collaborates with efficiency on escalated reports from customers or pros to ensure a safe and high-quality experience. We work closely with our Brand and Marketing teams to ensure that our public “support” personality showcases the Thumbtack brand and content vision.

About the Role

As a Social Media Manager,  you will support your team in representing the Thumbtack brand publicly through social media channels as a partner to our customers. Your goal is to guide your team in answering their questions and ensure they feel heard via our public channels. As a people leader, you will impact and guide team strategy while supporting your team. You will have a strong focus on caring for your team members while focusing on the end user as well. You’ll work collaboratively with multiple teams across Thumbtack.

Your Responsibilities

• Brand Reputation Management: Support the team to efficiently respond to comments and complaints via social media platforms, including Facebook, X, Instagram, Glassdoor, app store reviews, BBB, Linkedin,  and additional review websites.
• Support Mindset: Identify issues, trends, and common problems facing our users; while maintaining knowledge of the Thumbtack platform to assist customers in resolving their concerns. Triage escalated concerns and collaborate on sensitive issues. Escalate issues to other departments and leaders when necessary.
• High Levels of Initiative and Accountability: Showcase flexibility to take on a wide range of projects with ownership.
• Leadership:  Grow, develop, and manage a high performing team.
• Collaboration: Build and maintain interdepartmental relationships.
• Vendor Management and Relationships: Work closely with social media vendors to ensure accuracy within the tools and with the focus on an efficient process and procedure to interact with our end users.

What you’ll need

If you don't think you meet all of the criteria below but still are interested in the job, please apply. Nobody checks every box, and we're looking for someone excited to join the team.

• Relevant Experience and Education: 2-4 year relevant experience demonstrating leadership in Social Media and/OR Customer Support required.  Trust and Safety experience is an additional bonus.  High school diploma or equivalent required.
• Communication Skills: Advanced proficiency in spoken and written English and bonus points if you are fluent in Spanish. Proven competence in engaging diverse audiences, including customers, internal teams, and cross-functional partners.
• Problem-Solving and Adaptability: Exceptional problem-solving and strategic thinking skills, with the ability to work independently and adapt to shifting priorities.
• Collaboration and Resilience: Strong collaboration skills, self-motivated, resilient, and adaptable. Strong sense of urgency and ownership.
• Program Management: Experience perpetuating structures, systems, and processes that build toward efficiency and high quality user experience.

Bonus points if yo