Customer Support Supervisor - Taskrabbit
New York City, NY
About the Job
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
About The Role:
As a Customer Service Supervisor at Taskrabbit, you will play a pivotal role in ensuring the delivery of exceptional customer service experiences. Your responsibilities will span team engagement and development, fostering ownership and accountability, providing continuous feedback, and championing customer satisfaction both within the team and across the company.
Our Values:
- Obsess over Clients and Taskers
- Win Together with Heart
- Own the Challenge
- Be Bold
- Think Big. Move Fast.
What You'll Work On:
Customer Obsessed:
- Foster a positive and inclusive team environment, prioritizing engagement and collaboration for a motivated work culture.
- Facilitate continuous learning and development opportunities for team members.
- Champion customer satisfaction, serving as a liaison between the customer service team and other departments.
Insight/Metrics Driven:
- Demonstrate ownership and curiosity in addressing customer concerns and team challenges.
- Set clear expectations, hold team members accountable and collaborating with cross-functional teams.
- Establish a culture of continuous feedback, leveraging qualitative and quantitative data for improvement.
- Analyze and understand performance trends to create actions for continuous improvement.
Trusted Resource:
- Exhibit leadership qualities in addressing customer concerns and team challenges.
- Collaborate with cross-functional teams, ensuring alignment with business goals.
- Handle escalations from customers as necessary, while also guiding your team through these
What You Will Need:
- Minimum 1 year of people management experience, within a customer-focused environment
- Exceptional problem-solving skills, emphasizing the ability to navigate and resolve complex issues efficiently, and a strategic mindset to address challenges at a supervisor level.
- Strong sense of ownership and disciplined curiosity, showcasing leadership in taking responsibility for team performance and implementing effective resolutions.
- Empathetic communication skills, with a focus on building and leading a cohesive team. Ability to connect with both customers and team members on a personal level while ensuring effective communication and understanding.
- Detail-oriented mindset with a commitment to delivering top-notch service, now extended to overseeing the quality and performance of the entire customer service team.
- Ability to work weekends and shifts dependent on business needs.
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 range for this position is $69,000 - $88,000. This range is representative of base pay only, and does not include any other total cash compensation amounts, such as company bonus or benefits. Final offer amounts may vary from the amounts listed above, and will be determined by factors including, but not limited to, relevant experience, qualifications, geography, and level.
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 US employees employer-paid health insurance and a 401k match with immediate vesting. Taskrabbit offers EU employees medical insurance. 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.
