Job Application for Experiments Specialist at Thumbtack Experiments Specialist Remote, Philippines Apply Thumbtack helps millions of people confidently care for their homes. Thumbtack is the one app you need to take care of and improve your home — from personalized guidance to AI tools and a best-in-class hiring experience. Every day in every county of the U.S., people turn to Thumbtack to complete urgent repairs, seasonal maintenance and bigger improvements. We help homeowners know which projects to do, when to do them and who to hire from our growing community of 300,000 local service businesses. If making an impact inspires you, join us. Imagine what we’ll build together. 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 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. Thumbtack embraces diversity. We are proud to be an equal opportunity workplace and do not discriminate on the basis of sex, race, color, age, pregnancy, sexual orientation, gender identity or expression, religion, national origin, ancestry, citizenship, marital status, military or veteran status, genetic information, disability status, or any other characteristic protected by federal, provincial, state, or local law. We also will consider for employment qualified applicants with arrest and conviction records, consistent with applicable law. Thumbtack is committed to working with and providing reasonable accommodation to individuals with disabilities. If you would like to request a reasonable accommodation for a medical condition or disability during any part of the application process, please contact: [email protected] . If you are a California resident, please review information regarding your rights under California privacy laws contained in Thumbtack’s Privacy policy available at https://www.thumbtack.com/privacy/ . We put as much craftsmanship into candidate safety as we do into the hiring experience itself. While scammers may try to impersonate our team, we’ll never ask you for money, banking info, or SSNs during hiring. Check out our blueprint on how to spot the fakes. Apply for this job * indicates a required field First Name * Last Name * Preferred First Name Email * Phone Country * Phone * Location (City) * Locate me Resume/CV * Attach Attach Dropbox Google Drive Enter manually Enter manually Accepted file types: pdf, doc, docx, txt, rtf Cover Letter Attach Attach Dropbox Google Drive Enter manually Enter manually Accepted file types: pdf, doc, docx, txt, rtf LinkedIn Profile Website Please run a speed test via tack.speedtestcustom.com and paste below the link to the result. * As we are now 100% remote, we would like to know if you have the minimum system
requirements for you to be able to do work at home. Go to this link to do the speed test. Please do a right click to open the link in a new tab. Run the test three times, and submit the third result. This role is open only to candidates who are currently residing anywhere in the Philippines. Are you authorized to work in the said country? * Select... Briefly share your Customer Service experience in the BPO/shared services industry using this format: total years of experience – type of experience (e.g. customer support, technical support, sales, retention, collections) – accounts/industries (e.g. travel, retail, telco) handled. Write N/A if no relevant experience yet. * Which option best describes your sales experience? * Select... Which statement best describes your experience with project management or process improvement initiatives in an operations environment? * Select... Which option best describes your experience in a new program/account/line of business? * Select... We want to be sure this position is a good match! Are you comfortable with night shifts, weekends, rotating schedules, and occasional holiday work? Our shifts generally follow US hours. * Select... Should your application be successful, are you amenable to starting on June 8, 2026? * Select... Have you worked in Thumbtack Philippines before? If yes, please specify your role and the dates of your employment. * Do you have any relatives or any person that you are in a familial relationship with who is currently employed or has an active application at Thumbtack? If yes, indicate the name of the employee/s or applicant/s (please indicate the job they applied to) and the nature of your relationship with them. * “Familial relationship” within the context of this question means you and a current employee being in a relationship as a spouse, romantic partner, domestic partner, father, mother, sibling, child, uncle, aunt, nephew, niece, cousin, grandparent, or grandchild, or any of those relationships arising as a result of marriage (e.g. brother-in-law). Note: Failure to disclose this information in this application form may affect your candidacy for this role, or can be a cause of corrective action as indicated in our discipline manual, once hired. By joining Thumbtack, would there be any conflict of interest with your current or last employer or employment agreement (this includes non-compete clause, dual corporate/freelance employment, similar business, etc.)? If yes, please elaborate below. * Note: Failure to disclose this information in this application form may affect your candidacy for this role, or can be a cause of corrective action as indicated in our discipline manual, once hired. By ticking the box/signing and submitting your application, you explicitly and unambiguously consent to the collection, processing, and storage of your personal data by TSSP for the purposes described in this Privacy Notice. * Select... Please ensure that you have completely read and comprehend the terms in this document . Thumbtack currently supports remote work in a number of locations across the United States, Ontario and the Philippines. Using the drop down list below, please select the location you intend to work from. If you are not currently located in or able to work from a location listed below, please select "Location not listed." * Select... Location If you selected "Location not listed" above, please use the text box below to let us know where you intend to work from. Location Submit application Powered by Greenhouse
Location
Remote
Experience
3+ years
Investors
Marco Zappacosta
CEO
Jeremy Tunnell
Jonathan Swanson
No applications, no recruiter spam. Just the intro.
A few questions to make sure this role is the right shape for you. Two minutes.
I write the intro, send it to the founder, and handle the back-and-forth.
If they’re a yes, I book the chat. You show up — that’s the whole job-hunt.