Role Description As a Customer Advocate, you'll be the steady, supportive voice helping members navigate healthcare questions, medications, appointments, and benefits. You'll handle 50–70 interactions per day, balancing empathy with technical skill. - Real‑time system navigation - Accurate documentation - Microsoft Office proficiency - Clear, professional communication - Process consistency and compliance This is a structured, fast‑paced environment - perfect for someone who thrives on purpose and precision. Qualifications - High School Diploma (Associate degree preferred) - Experience handling complex or sensitive customer interactions - Strong Microsoft Word, Excel, Outlook, and Teams skills - Ability to navigate multiple systems at once - Excellent attention to detail - Clear, professional communication Requirements - Call‑center or high‑volume environments (bonus points) - Healthcare or insurance experience (bonus points) - Advocacy‑based roles (social work, behavioral health) (bonus points) - Retail or service roles requiring problem‑solving (bonus points) Benefits - Competitive pay - Bonus opportunities - Comprehensive benefits - Clear advancement pathways - A mission‑driven team that values your growth

__**Company Profile:**__ Our client is a leading Australian digital marketplace with over 25 years of experience connecting buyers and sellers. The platform offers trusted tools—such as secure messaging, verified listings, and vehicle history reports—to make buying and selling vehicles easier and safer. Beyond cars, it also supports bikes, boats, caravans, trucks, and equipment, combining local market expertise with advanced technology to simplify transactions across the vehicles and machinery market. __**Duties and Responsibilities:**__ · **Tickets** o Respond to tickets both quickly and in a professional polite manner o Resolve any customer issues efficiently and escalate to a Team Leader if required o Ensure all customers are treated with professionalism, empathy, and respect, while consistently delivering an exceptional customer experience o Be aware and prepared for fraudulent emails and advise Trust and Safety staff immediately o Be aware and prepared for emails where people have been scammed and follow relevant procedure o New tickets: work must start on tickets within 2 business hours o Open tickets: Provide customers with regular updates on outstanding tickets · **Live chat** o Ensure that when you are logged in and available for chat when required o Respond to chats both quickly and in a professional polite manner o Resolve any customer issues efficiently and escalate to a Team Leader if required o Speed to Answer: Chats are required to be answered within 30 seconds · **Adverts** o Action all outstanding adverts requiring review and approval o This process requires care and attention and should not be rushed o This process must follow the outlined advert checking document o Be aware of and prepared for fraudulent adverts and advise the Trust and Safety staff immediately o Team expectations are to not have unapproved new adverts exceed 100 o Team expectations are to not have unapproved edited adverts exceed 100 o Team expectations are to not have unapproved hold adverts exceed 30 o Fraudulent adverts: Must not exceed 5 fraudulent advert approvals per month o Maintain individual responsibilities o Ensure any additional tasks or responsibilities you have been allocated are done as required o Consider succession planning/training for these responsibilities o These jobs may include, but are not limited to: o Assist the marketing team with ad hoc promotions (shows, events etc) o Monitor and assist with social media o Reception cover

Role Description The Service Advocate creates user experiences that are simple, valuable, and inspired. They are responsible for making sure that all professionals get best-in-class support whenever they contact Thumbtack Support Operations by addressing their concerns correctly and accurately, helping set our professionals up for success. - Maintain excellent knowledge of Thumbtack’s products and services after completing our training and onboarding program. - Participate in 30-40 inbound requests through the different channels (phone, chat, SMS, and email) daily with our users to determine the best solution to get jobs done and grow small businesses. - Obsess over customers and professionals by constantly focusing on solutions and guiding professionals to maximize their engagement and experience with Thumbtack. - Demonstrate accountability by meeting/exceeding monthly productivity, quality, customer satisfaction, and resolution rate targets and finding ways to improve KPIs, guidelines, and processes. - Maintain a deep understanding of the Thumbtack policies and keep abreast of recent changes and new additions to the policy in order to process refund and email tickets effectively. - Contribute as a team member by engaging in coaching sessions, team meetings, team-building activities, and other team and company events. Qualifications - Customer-obsessed with an understanding of what it takes to provide a great experience. - 1+ year experience in a customer service-driven role - BPO, shared services, related industry. - Experience working in a multi-channel (Voice, Chat, Email) environment. Voice experience is a must! - Excellent English verbal and written communication skills. - Expert de-escalation and conflict resolution skills. - Adaptability and resilience for handling complex interactions and frequent change. - Willingness to work all shifts including daytime, mid-day, and graveyard shifts. Must be available to work weekend days and some holidays. - Excellent critical and analytical thinking skills or the ability to assimilate a variety of information and make logical/consistent decisions. - Comfortable navigating multiple systems (email, knowledge base, phone, chat, etc.) and getting up to speed quickly with our online tools. Requirements - Actual offered salaries will vary and will be based on various factors, such as calibrated job level, qualifications, skills, competencies, and proficiency for the role. Company Description 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.

Role Description Responsible for receipt & dispatch of customer service requests & other inquiries through the CMMS work order system and/or via phone. Includes monitoring and recording internal resource availability, call escalation, and vendor management/scheduling. - Processes HTM purchase requisitions of goods, services, and contract pools into purchase orders per departmental workflow, including obtaining proper levels of approval authority. - As needed, trains front-line team members, suggests alternative sourcing, provides requestor updates to order status and escalates, coordinates with A/P to vet new vendors, ensures HTM compliance with preferred supplier vendor policies, and manages updates to purchase orders. - Ensures all invoices are entered into AP system. Reconciles invoice (or contracted service reports), PO line items, and receipts prior to coding and authorizing payments. - Documents and escalates variances with internal resources and vendors per department procedures. - Provides SharePoint and CMMS data entry and updates under direction of an HTM leader. - Compiles reports. - Coordinates meeting planning and event logistics. - Other duties as assigned. Qualifications - Associates degree in business, accounting, or related field, or five or more years experience working within a healthcare office environment. Requirements - Excellent communication skills and understanding of basic medical equipment terminology in order to interpret problems described by service requesters. - Ability to enter and retrieve data from selected software packages such as CMMS work order systems, SharePoint sites and libraries, and invoicing applications as required for daily work activities. - Effective use of Outlook, Excel, and other business software. - Demonstrates accuracy, thoroughness, and orderliness in performing job duties. - Ability to work independently and as part of a team. - Excellent customer service and communication skills. - Ability to prioritize multiple, simultaneous work requests. - Strong interpersonal, organizational, and customer service skills. - Ability to maintain a calm, professional demeanor under pressure. Benefits - Base compensation listed within the listed pay range based on factors such as qualifications, skills, relevant experience, and/or training. - Premium pay such as shift, on call, and more based on a teammate's job. - Incentive pay for select positions. - Opportunity for annual increases based on performance. - Paid Time Off programs. - Health and welfare benefits such as medical, dental, vision, life, and Short- and Long-Term Disability. - Flexible Spending Accounts for eligible health care and dependent care expenses. - Family benefits such as adoption assistance and paid parental leave. - Defined contribution retirement plans with employer match and other financial wellness programs. - Educational Assistance Program.