Customer Support Associate - Austin, TX

 

About TaskRabbit

Each day brings more chores and less time to accomplish them. Whether someone needs a handyman, house cleaner, mover or delivery person, TaskRabbit delights clients by matching the right skilled person in minutes. With our support, our customers can accomplish it all not only today, but also on-demand to be their most productive self. On the other side of the marketplace we help our Taskers earn a living by setting their own prices, defining their working hours, and giving them control to help people when and how they want in the most supportive marketplace.

We're a mission-driven company. 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 - and having a ton of fun while they're at it.

Join us to revolutionize everyday work.

 

About the job

The Customer Support Associate will be a part of a global team helping to ensure above and beyond “Wow” level user experiences across all regions of product interaction. You will be providing telephone, live chat and email support for our Clients, Taskers and new users of the platform. You will manage the relationship with our users and be the first point of contact when issues arise.

This is a full-time (40 hours/week), 6 month contract position with the option to extend or become a permanent employee based on performance.

We are looking for qualified candidates who are excited to work in a new office opening this June/July in Austin, TX.  Until that time, you will work remotely from home.  
 

 

Responsibilities

  • Understand the entire online and offline TaskRabbit experience from A to Z
  • Handle customer issues (phone, live chat and email) efficiently as it pertains to the user’s account and/or tasks
  • Handle dispute escalation in accordance to existing policies and procedures
  • Walk potential members through the Tasker hiring experience
  • Record and communicate bugs and feedback to the developers and the management team
  • Stay informed of all site and policy changes as they occur and be able to articulate them accurately
  • Hit or exceed productivity targets and required quality scores

 

Requirements

  • At least 1 year work experience in a related customer service field, retail, banking, etc. We're looking for candidates with great people skills!
  • The role will be a remote position for the first few months, transitioning to an in-office position at a new TaskRabbit Austin office.  In the interim months, you will need to have accessibility to a workspace that is quiet and free from intrusion and background noise.
  • Technical adaptability in a constantly changing and expanding work environment
  • Excellent customer service skills: You must exhibit empathy, courtesy, kindness, efficiency and helpfulness.
  • Excellent writing skills: You must have a strong command of grammar, spelling and syntax.
  • Problem Solving: Demonstrable experience troubleshooting and documenting replication steps for technical issues and escalating to the appropriate team internally
  • Interpersonal skills: Remains open to others' ideas and exhibits willingness to try new things.
  • Communication skills: You must speak clearly, calmly and persuasively in both positive and negative situations.
  • Dependability: You are consistently on shift at the scheduled times, follow instructions, respond to management direction and solicit feedback to improve performance.
  • Schedule flexibility: This position is full-time and may include early mornings, nights, weekends and holidays.

 

Cover Letter Requirements

Along with completing the requested question regarding an experience you've had as a customer, please include a cover letter describing why you feel you would be the best fit for this role.



Apply for this Job
* Required
(Optional)
Almost there! Review your information then click 'Submit Application' to apply.

File   X
File   X


U.S. Equal Opportunity Employment Information (Completion is voluntary)

Individuals seeking employment at TaskRabbit are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation. You are being given the opportunity to provide the following information in order to help us comply with federal and state Equal Employment Opportunity/Affirmative Action record keeping, reporting, and other legal requirements.

Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.


Form CC-305

OMB Control Number 1250-0005

Expires 1/31/2020

Voluntary Self-Identification of Disability

Why are you being asked to complete this form?

Because we do business with the government, we must reach out to, hire, and provide equal opportunity to qualified people with disabilities1. To help us measure how well we are doing, we are asking you to tell us if you have a disability or if you ever had a disability. Completing this form is voluntary, but we hope that you will choose to fill it out. If you are applying for a job, any answer you give will be kept private and will not be used against you in any way.

If you already work for us, your answer will not be used against you in any way. Because a person may become disabled at any time, we are required to ask all of our employees to update their information every five years. You may voluntarily self-identify as having a disability on this form without fear of any punishment because you did not identify as having a disability earlier.

How do I know if I have a disability?

You are considered to have a disability if you have a physical or mental impairment or medical condition that substantially limits a major life activity, or if you have a history or record of such an impairment or medical condition.

Disabilities include, but are not limited to:

  • Blindness
  • Deafness
  • Cancer
  • Diabetes
  • Epilepsy
  • Autism
  • Cerebral palsy
  • HIV/AIDS
  • Schizophrenia
  • Muscular dystrophy
  • Bipolar disorder
  • Major depression
  • Multiple sclerosis (MS)
  • Missing limbs or partially missing limbs
  • Post-traumatic stress disorder (PTSD)
  • Obsessive compulsive disorder
  • Impairments requiring the use of a wheelchair
  • Intellectual disability (previously called mental retardation)
Reasonable Accommodation Notice

Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job or to perform your job. Examples of reasonable accommodation include making a change to the application process or work procedures, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment.

1Section 503 of the Rehabilitation Act of 1973, as amended. For more information about this form or the equal employment obligations of Federal contractors, visit the U.S. Department of Labor's Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.