Social Media Support Operations Manager

Job Description

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 you have

• Spanish speaking (bilingual)

Thumbtack is a virtual-first company, meaning you can live and work from any one of our approved locations across the United States, Canada or the Philippines. Learn more about our virtual-first working model here. 

For candidates living in San Francisco / Bay Area, San Jose, New York City, or Seattle metros, the expected salary range for the role is currently $118,900 - $145,300.

For candidates living in Austin, TX or Washington DC metros or in California, Massachusetts, New Jersey, or Washington states, the expected salary range for the role is currently $107,00 - $130,800.

For candidates living in all other US locations, the expected salary range for this role is currently $101,100 - $123,500. Actual offered salaries will vary and will be based on various factors, such as calibrated job level, qualifications, skills, competencies, and proficiency for the role.

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