Customer Support Supervisor

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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 USA!
  • 5 time Best Places to work 2022 by Builtin. Including Over Best Companies SF, Best Mid-Sized Companies, Austin
  • 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 Supervisor is primarily responsible for overseeing a team of agents creating consistently outstanding user experiences across all areas of product interaction in an omnichannel environment.

This role will be the first role hired in our new customer service department for New Ventures at Taskrabbit. This role is critical to building out our new CS team and processes.

As the first hire of the team, you will be getting into the daily operations and customer administration while also strategizing, tracking customer contacts and sad flow. You will support in building processes and procedures for the department. As the team grows, you will then be responsible for hiring in a team of Customer Support Representatives, training and coaching them to succeed. Working closely with the Director of Customer service you will continue to grow and develop your team to deliver high-quality support, while supporting in building out performance, quality and procedure frameworks.

In this role you will be responsible for hiring and leading the team to deliver high-quality support that aligns with the company's core values and builds strong communities within our marketplace. You will serve as the escalation point for the team and tackle complex service issues for users, recommend solutions for departmental opportunities, drive performance through feedback and coaching, and bridge communications across teams.

Based in the US, this is a remote first position with the potential to travel to cities in new markets across the US as we expand. 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. Someone who will identify and execute quickly on opportunities that level-up our user experience daily. 


What You'll Work On:

  • Support in the creation, then become an expert of the entire online and offline experience across our dual-side marketplace.
  • Work closely with the Customer Support Director to create, share and action on departmental goals.
  • Track contacts, drivers and support in the creation and implementation of department wide processes and procedures.
  • Share KPIs and department metrics daily/weekly with company stakeholders.
  • Ensure the team is properly trained and coached for their specific role, delivering timely and clear feedback on performance.
  • Monitor schedules, adherence and provide on-shift support for the team.
  • Responsible for admin duties including timecard approval and attendance tracking.
  • Carry out and manage daily operations and customer administration
  • Identify and remove blockers that impair your team from being successful.
  • Hire and develop a team while actively managing performance issues.
  • Jump into the queues when needed to assist the team in maintaining SLAs.
  • Cover gaps in Leadership coverage when needed.


Your Areas of Expertise:

  • 1+ years leadership experience, with 1+ years experience leading customer service functions.  
  • Front-line experience as a customer service agent is a must.
  • Superb people skills, you excel at rallying your team towards shared goals.
  • An eye for process: No tolerance for inefficiency, inconsistency, or confusion across the team.
  • Is data driven, understand the key drivers of customer journey, identify opportunities and is a voice for continuous improvement providing feedback on opportunities and proactively share best practices
  • Experience adhering to and creating processes to increase efficiency.
  • Excellent written and verbal communication skills - you are approachable and honest.
  • Self-starter; intrinsically motivated and passionate/knowledgeable about your workload, ability to work cross-functionally 
  • The schedule for this position may require a combination of evenings and weekends, schedule flexibility is a must

 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. 

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavascriptLanguages
    • PythonLanguages
    • RubyLanguages
    • TypeScriptLanguages
    • ReactLibraries
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • SparkFrameworks
    • OptimizelyAnalytics
    • TableauAnalytics
    • CanvaDesign
    • FigmaDesign
    • AsanaManagement
    • ConfluenceManagement
    • Google DriveManagement
    • Google DocsManagement
    • Google SlidesManagement
    • JIRAManagement
    • Joomla!CMS
    • WordpressCMS
    • IterableCRM
    • SendGridEmail
    • DigiohLead Gen

Location

New York, NY

An Insider's view of Taskrabbit

How would you describe the company’s work-life balance?

Throughout my time at TaskRabbit, I’ve always found it easy to maintain a work-life balance. Even on a team where my colleagues are spread across several different timezones, I’ve seen our leadership take great care to ensure meetings, deadlines and general workload don’t upset the balance we're all trying to achieve with our careers and home life.

Saidah

Senior Tasker Success Associate

What's the biggest problem your team is solving?

Testing in a two sided market place As a company we want new features to positively impact clients and tankers. As we release features one challenge is understanding the effects not only on the cohort affected, but the holistic impact on the Tasker-client eco-system. Optimization of Supply (taskers)-Demand (clients)

Louis

Manager, Data Science & Analytics

How has your career grown since starting at the company?

TaskRabbit presents me with endless opportunities to take on more challenges. If I want to own something, I often have the chance to volunteer and take it on, and my manager also looks out for projects that fit my growth trajectory. As an Engineering Manager, I am nothing without the support of my team, who I absolutely love.

Katie

Director of Engineering

How does the company support your career growth?

TR has a robust history of internal promotions and up-skilling. Design at TR is guided by our four commitments and the needs of the people that use our product. Designers use feedback as a learning opportunity to become better versions of ourselves, while using our career growth ladder as a guide.

David

Manager, Product Design

What are Taskrabbit Perks + Benefits

Culture
Volunteer in local community
Partners with nonprofits
Open door policy
OKR operational model
Team based strategic planning
Pair programming
Open office floor plan
Flexible work schedule
Remote work program
Diversity
Dedicated diversity and inclusion staff
Highly diverse management team
Mandated unconscious bias training
Diversity manifesto
Mean gender pay gap below 10%
Diversity employee resource groups
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Pet insurance
Wellness programs
Team workouts
Mental health benefits
Financial & Retirement
401(K)
401(K) matching
Performance bonus
Child Care & Parental Leave Benefits
Generous parental leave
Family medical leave
Adoption Assistance
Restricted work hours
Vacation & Time Off Benefits
Unlimited vacation policy
Generous PTO
Paid volunteer time
Paid holidays
Paid sick days
Office Perks
Commuter benefits
Company-sponsored outings
Free snacks and drinks
Some meals provided
Company-sponsored happy hours
Pet friendly
Fitness stipend
Home-office stipend for remote employees
Professional Development Benefits
Job training & conferences
Tuition reimbursement
Lunch and learns
Promote from within
Mentorship program
Continuing education stipend
Online course subscriptions available
Customized development tracks
Paid industry certifications

Additional Perks + Benefits

We value the flexibility and choice needed to put life before work, especially within our distributed and remote-first environment. Our benefits and perks programs are guiding by three core principles: Flexibility and Choice, Connected and Committed, and Inclusive and Equitable. We offer stipends that cover a wide array of at-home and family-focused support, including:

- Professional development stipend (coaching, conferences, certifications)
- Productivity and tech stipend (internet, equipment, ergonomic)
- Wellbeing stipend (mental, physical, spiritual)
- Family planning stipend (fertility, surrogacy, adoption)

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