Thumbtack Customer Support Representative Interview Questions
& Process

I got an email for a phone interview and scheduled it with recruiting ASAP. I'm in MST and they called a little early, but I answered and it was them. They remembered me from a previous interview, so the call was quick, about 15 min. They told me about a new hiring process they're using and advised me to focus on escalations, so I did some research. Four days later, I got an email with my in-house interview date and time. On the day, I arrived 15 minutes early and signed in. Recruiting picked me up, remembered me, and since I'd been there before, didn't give me a tour, but they usually do. We went to a small room and chatted until my first interviewer arrived, a CS Email & Chat supervisor who handles emails and similar tasks, not calls. He was nice but checked his computer a few times while I talked, likely taking notes. We chatted a lot, then moved to questions. It was laid-back. Next, I interviewed with two CS leads, who are coaches. They were nice, a bit quiet initially, but we all warmed up, and I answered their questions easily. One complimented my research. They didn't do mock calls this time, trying out this new process. They asked for examples with irate customers. I think it went well, and they seemed pleased with this new interview method.

I applied online and they contacted me to do a video and a questionnaire. The questionnaire was super long and tedious, asking customer service questions. After I sent that, I had a phone interview that went great. The interviewer said I had a really good chance. She then set up an in-person interview for that week. It was one-on-one with two different people. They seemed uninterested and judged me on my looks and if I was 'cool' enough. They seemed to have already decided before we even talked about my experience. It felt like they cared more about company culture than my actual job performance. I didn't see much diversity, which was surprising for a company that talks about it. The interview was disrespectful and disinterested.

I had two interviews, each lasting 30 minutes, totaling an hour. The first interviewer was really friendly and wanted to learn about me and what makes me happy. The second interviewer was more focused on my interest in Thumbtack. They asked about my hobbies and interests. It became clear to me after the interview that they are really focused on CUSTOMERS and making them happy. They also wanted to see how interactive I am and what kind of impact I can make, not just get to know me.