Experiments Advocate

About the Experiments Team

The Experiments Team sits at the intersection of customer experience, operations, and product innovation, working hands-on with customers and pros to test, refine, and help scale new service models at Thumbtack. As frontline experts, the team delivers high-quality, empathetic support while pressure-testing workflows, uncovering friction, and turning real-world insights into improvements that shape future products and services. We partner closely with Product, Engineering, Operations, and Trust & Safety, thrive in fast-moving and ambiguous environments, and take pride in defining what "great" looks like before it becomes the standard.

About the Role

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.

Requirements

In order to be successful, you must bring:

• 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.