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 Medicover medical and dental insurance, Multisport, flexible time off with 2 company-wide closure weeks per year, stipends for wellness + productivity + education, in-store IKEA discount, reproductive health stipends, and more.

About The Role:

The Operations department supports a community of thousands of Taskers and Clients to meet marketplace demand, educate users, and exceed Client expectations around the globe. This organisation includes Customer Support, Trust and Safety, Tasker Success, Market Health, and Facilities operations teams.

As a Customer Support Manager at Taskrabbit, you will be a critical leader overseeing a team of associates supporting our Taskrabbit communities across our European markets. The successful candidate will be a customer-focused leader with proven experience building and leading service organisations. In addition, this role will be responsible for working closely with our outsourcing partners to execute daily operations and develop high performing multi-lingual teams.

In this role, you will work closely with a team of Customer Support & Operations leaders to drive great customer service execution and lead our regional outsourcing partners and teams in delivering on business goals. You will act as the local escalation point of contact and be the regional face of Customer Support.

We're looking for someone who is eager to work collaboratively with a world-class team to grow and optimise our marketplace in our European markets.

What You'll Work On:

• Understand the entire online and offline Taskrabbit experience from A to Z.
• Develop and lead a regionalised Customer Support team with responsibility for daily customer interactions in an omni channel environment.
• Be responsible for the execution and performance of defined processes and policies resulting in 5-star customer experiences.
• Assign and manage resources and allocation of the regional Customer Support initiatives.
• Strong leadership ability with proven performance management experiences in coaching & developing direct reports to excellence.
• Strong communication and initiative - you act as a thought leader, engaging in dialogue around customer-facing issues.
• Work effectively with a collaborative management team to improve processes across the Operations organisation.
• Work closely with our Customer Support leadership team to develop new strategies to improve customer support experiences.
• Collaborate with cross functional Operations leaders to improve service delivery.
• Define & execute clear, measurable goals both short and long term to level up our customer support.

It would be great if you:

• 3+ years managing a customer service team in an omni channel environment.
• Prior outsourcing vendor experience, leading a workforce extension model of partnership.
• You enjoy being a people manager and want to coach and level up your team.
• An eye for process: help to eliminate any inefficiency, inconsistency, or confusion across the team. Experience adhering to, and innovating on existing processes to increase efficiency.
• Experience growing a customer service function: hiring great teams, launching new geographies and markets, launching new service channels.
• Experience working with outsourced teams, driving business goals and building strong partnerships.
• Data-driven: Strong analytical and strategic thinking Innovative in approach: You can adapt your experience and approach to the nuances of our business and identify new ways of getting things done.
• Creative thinker who considers problems from a customer perspective while being pragmatic and solutions-oriented when solving them.
• A cross-functional whizz with a level-headed temperament and the ability to make sound judgments quickly.

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, colour, national origin, ancestry, citizenship, gender, gender identity, sexual orientation, age, marital status, military/veteran status, or disability status.

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