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.

• 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

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 Values. 
• Care Deeply. We take time to be present and partner with our team and communities. 
• Level Up. We navigate through ambiguity and go the extra mile.
• Be A Better Neighbor. We build a diverse and sustainable community and encourage all voices.
• Lead The Future Together. We value entrepreneurship and are inspired by action
• 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 employee-paid health insurance, 401k match with immediate vesting, 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. 

About the Role:

The Customer Support Advocate will have broad expertise and/or unique knowledge, and use skills to contribute to development of company objectives and principles; achieving goals in creative and effective ways. They possess highly specialized skills for handling complex customer resolutions and are extremely comfortable navigating ambiguity. This role has the ability to support via an omnichannel approach and may utilize external tools in service of resolving customer issues.

In this role, you will be adept at quickly identifying issues, have strong business judgment, be confident in making tough decisions, and excel at de-escalation tactics, providing clear and fair solutions to complex problems in an omnichannel environment.

What You’ll Work On:

The Customer Support Representative is primarily responsible for handling basic customer issues such as account access, assisting with the use of the platform, and booking support for customers primarily via live support channels. You will train and learn the basics of the platform and use both in house resources and problem-solving and people skills to support customers. We aim to live our values in every interaction and are looking for customer support agents who care deeply about making everyday lives easier.

You will be expected to be able to make decisions on a variety of topics that our customers face, and do so in a timely manner. Teammates need to have a strong sense of ownership of our customers, and the experiences we provide. Topics they will be responsible for understanding and solving could be our Terms of Service, Happiness Pledge, or our Privacy Policy. There must be a passion for doing what’s right for our customers and determination to follow through to ensure a positive experience on Taskrabbit.

Your areas of expertise:

• As a Customer Support Advocate, you will spend 75% of your time working directly with customers via chat, phone, and email.
• Demonstrated deep understanding of the entire online and offline TaskRabbit experience across our dual-side marketplace.
• Works on significant and unique issues where analysis of situations or data requires an evaluation of intangibles. 
• Exercises independent judgment in methods, techniques and evaluation criteria for obtaining results. 
• Build connections and trust with your customers, calmly, and professionally handle their concerns and quickly get them a resolution.
• Maintain & exceeding KPIs aimed at improving our customer experience, increasing retention through the intelligent application of appeasement offerings and addressing issues with urgency.
• Be organized, accountable and responsible - keeping informed of all site and policy changes as they occur and be able to apply them accurately and succinctly to effectively address urgent customer issues.
• Put yourself in the customer’s shoes and help identify their needs, be their advocate, and ensure we are continuously improving.
• Handle escalated cases leveraging problem-solving skills & strong judgment to resolve with fairness and efficiency.
• Resolves very complex issues in creative ways, demonstrating good judgment in selecting methods and techniques for obtaining solutions. 
• Stay informed on the platform’s Terms of Service, Happiness Pledge, and policy changes as they occur, and be able to articulate and enforce them accurately.
• Help influence product changes and improvements to internal procedures by reporting top issues that are occurring within the community.
• Uphold Taskrabbit’s policies, including making assessments in high-risk scenarios with a sense of urgency and sound decision making.
• Recommends solutions, collaborates on established procedures for specialized workflows, contributes to developing instructions for new assignments

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’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.