At Thumbtack, our values are our compass. We asked Thumbtack Content Manager Jenelle Blanchard to explain which of Thumbtack’s four core values she most embodies in her everyday work. Her answer: #KnowOurCustomer
“The support writers create help articles for customers and pros, document best practices for support agents, and work with other teams to understand product features. All of these groups have different needs and all of them are our customers. As a manager at Thumbtack, I also think of the support writers as my customers.
The team can be resourceful, creative, problem-solving wordsmiths when I give them room to grow, push them at the right times, and celebrate their wins. Are things always smooth and perfect? No way. There are tight deadlines, multiple changes to keep track of, and don’t even get me started on those dang typos.
If a team member is struggling, it’s my job to support them and help them find solutions. And when the team is confident and strong, we can focus on serving customers, pros, support agents, and our coworkers. I’m at my best when I know who my customers are and how I can help them succeed.”