Operations Assistant supporting users of TENTENS Tech’s social discovery platforms. Handling multilingual chat and email inquiries, shifts, and escalations to other departments.
About the role
- Success Operations Analyst improving customer recovery, cross-sell, and AI-enabled call-center workflows. Thumbtack connects homeowners with local home-service businesses.
Responsibilities
- Own defined Success Operations programs focused initially on customer recovery, cross-sell, contact strategy, unresponsive-customer workflows, and AI-enabled inbound call center operations
- Set goals, milestones, owners, and success measures; manage program launches and ongoing performance
- Analyze conversion, retention, revenue, cost to serve, productivity, quality, and customer experience data
- Validate results, investigate changes, and turn findings into recommendations and next steps
- Improve operational workflows by identifying failure points, clarifying handoffs, documenting procedures, and implementing changes
- Test approved AI tools and lightweight automation, verify outputs, measure impact, and coordinate broader system changes with technical partners
- Coordinate execution across Success, Service, Partnerships, Product, Data Science, Engineering, Finance, Legal, and Marketing
- Build and maintain reporting, playbooks, metric definitions, and quality controls
- Contribute to Pro Success, supply and fulfillment, partnerships, experiments, and team-wide planning and reporting as priorities change
Requirements
- 3–5 years of experience in Success Operations, Customer Success Operations, Marketplace Operations, Business Operations, program management, analytics, consulting, or a related field
- Track record of independently delivering cross-functional operational work that improved customer outcomes, growth, efficiency, quality, or reliability
- Strong analytical judgment and experience working with operational data, including defining useful metrics, investigating root causes, and explaining results and limitations
- Working proficiency with SQL and business intelligence or reporting tools, or equivalent experience independently accessing, combining, and interpreting operational data
- Experience designing and documenting processes, improving handoffs, and using systems or automation to make work more scalable
- Practical experience using AI in repeatable work, checking its outputs, and identifying where human judgment or review is needed
- Clear written and verbal communication, sound prioritization, and ability to move work forward with stakeholders through moderate ambiguity
- Must be able to work from an eligible listed location
- Must answer employment visa sponsorship question
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