“When you support hundreds of other Thumbtackers (who in turn support hundreds of thousands of customers and pros), there’s never a dull moment. In the day-to-day work of forecasting and planning for the support teams, there are plenty of well-defined formulas, oft-used heuristics, and ‘industry best practices.’ But are those right for Thumbtack, or can we do better?
On the Workforce Support Team, we’re constantly questioning the traditional ways of doing things and we seek to #ReasonFromFirstPrinciples: What are customers and pros seeking from us? How can we provide more dynamic and informative support, faster? How can we seek to prevent issues before they happen?
As we question the common ways of doing things and reason from first principles, we’ve been able to expand our team’s hours of operation to 24/7, expand our contact methods from simply email to phone calls, text messages, and live chats, and consistently provide better support for customers and pros.”