Customer Support Supervisor

About Taskrabbit:

Taskrabbit is a marketplace platform that conveniently connects people with Taskers to handle everyday home to-do’s, such as furniture assembly, handyman work, moving help, and much more.

At Taskrabbit, we want to transform lives one task at a time. As a company we celebrate innovation, inclusion and hard work. Our culture is collaborative, pragmatic, and fast-paced. We’re looking for talented, entrepreneurially minded and data-driven people who also have a passion for helping people do what they love.

Together with IKEA, we’re creating more opportunities for people to earn a consistent, meaningful income on their own terms by building lasting relationships with clients in communities around the world.

• Taskrabbit is a remote-first company with employees distributed across the US and EU
• 5-time Best Places to Work in 2022 by BuiltIn. Including Best Companies in SF, Best Mid-Sized Companies, and Best Benefits
• DataBird journal’s “Best Places” Best Companies for Diversity, #1 2019 and 2020
• DataBird journal’s “Best Places” Best Companies for Women, #4 2019 and #1 2020

Join us at Taskrabbit, where your work will be meaningful, your ideas valued, and your potential unleashed!.

About The Role

In the position of Customer Support Supervisor you will be working directly with the Regional Manager to ensure performance is consistently high, while ensuring you are available to support and coach your teams, as needed. You will also be responsible for supporting regional strategy and process improvement opportunities within the CS organisation. You will serve as an escalation point of the teams and tackle complex service issues for TaskRabbit users, recommend solutions for departmental opportunities, drive performance through feedback and coaching, and bridge communications across teams. You will work closely with your peers globally and partner with our EU outsource partner to support the growth and alignment of the Customer Service Team for Europe.

Based in Poland, this is a remote first position with the potential to travel to our UK & US office when needed, we are looking for a passionate leader who lives for helping others, cares deeply about building strong culture and teams and is excited to work closely with a peer leadership group to identify and execute quickly on opportunities that level-up our user experience daily. 

Join us in creating a better everyday life for everyday people.

Responsibilities:

• Lead and develop a team of 15-18 Customer Service Specialists.
• Work closely with the Customer Support Manager to understand, share and action on department and business goals and KPIs.
• Take ownership for results, understand development needs and provide coaching, training and support to team members, delivering timely and clear feedback on performance.
• Monitor team performance, quality, adherence and daily schedule.
• Partner with the Training and Development team on new hire onboarding.
• Act as a primary escalation point for resolving emergencies and high-touch escalations.
• Assist in hiring and developing a team while actively managing performance issues.
• Support in projects and process improvement opportunities as required and is a  voice for continuous improvement providing feedback on opportunities and proactively share best practises.
• Creates a safe and engaging work environment, where constructive and regular  feedback is celebrated.

We are looking for someone with: 

• 2 years of leadership experience, with 1 year of experience leading a specialized customer service function. 
• 1-year experience in executive escalations, claim/or policy enforcement.
• Superb people skills, you excel at rallying your team towards shared goals.
• An eye for detail and processes: No tolerance for inefficiency, inconsistency, or confusion across the team.
• Self-starter; intrinsically motivated and passionate/knowledgeable about your workload, ability to work cross-functionally.
• Is data-driven, understand the key drivers of the customer journey, identifies opportunities, and is a voice for continuous improvement providing feedback on opportunities and proactively sharing best practices.
• Fluency in English is required; French Language would be an added advantage!
• Available full-time (40 hours / week). 
• Eligible to work in Poland, we will not support relocation for this position.

Compensation & Benefits:

At Taskrabbit, our approach to compensation is designed to be competitive, transparent and equitable. Total compensation consists of base pay + bonus + benefits + perks. The annual gross pay for this position is 117,700 PLN- 140,000 PLN. This is the base pay only, and does not include any other total cash compensation amounts, such as company bonus or benefits.

You’ll love working here because:

• Taskrabbit is a Remote-First Company. We value flexibility and choice but also stay committed to regular in-person connection.
• The People. You will be surrounded by some of the most talented, supportive, smart, and kind leaders and teams -- people you can be proud to work with!
• The Diverse Culture. We believe that we make better decisions when our workforce reflects the diversity of the communities in which we operate. Women make up half of our leadership team and our diversity representation is above that of the tech industry average.
• The Perks. Taskrabbit offers our employees with employer-paid health insurance and a 401k match with immediate vesting for our US based employees. We offer all of our global employees generous and flexible time off with 2 company-wide closure weeks, Taskrabbit product stipends, wellness + productivity + education stipends, IKEA discounts, reproductive health support, and more. Benefits vary by country of employment. 

Taskrabbit’s commitment to Diversity and Inclusion:

An Active Commitment to Equity within our Company and Platform.

We are an inclusive community where all who share our mission and values belong. Our anti-racist culture actively strengthens the knowledge, understanding, and awareness of underrepresented experiences and our ongoing allyship commitment. Our diverse team represents the communities we serve, breaking down systemic barriers, and transforming lives- one action at a time.

Taskrabbit is an equal opportunity employer and values diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, ancestry, citizenship, gender, gender identity, sexual orientation, age, marital status, military/veteran status, or disability status. Taskrabbit is committed to working with and providing reasonable accommodation to applicants with physical and mental disabilities. 

Taskrabbit will consider for employment all qualified applicants with criminal histories in a manner consistent with applicable law. 

Taskrabbit will never use text or chat applications to conduct interviews. We have a thoughtful and interactive interview process that includes an initial recruiter phone screen and several video-based interviews with our hiring teams. Communications will always be conducted by taskrabbit.com domain names.