About The Role

The Customer Support Representative is primarily responsible for handling customer queries from Registrants, Taskers and Clients while driving for a one-touch resolution experience. You will handle contacts including account usage, helping customers book a task and providing support for Taskers running their business on the platform. We aim to live our values in every interaction and are looking for customer support agents who care deeply about making everyday lives easier for our community.

On the Customer Support team, your primary focus and passion will be working directly with customers via chat, email or phone, whilst also allowing time for regular team meetings, coaching's, company-wide learning and development opportunities. 

Responsibilities

  • Learn & be able to assist customers in the TaskRabbit experience across our dual-side marketplace.
  • Efficiently address & solve user issues primarily via live channels while maintaining & exceeding KPIs aimed at customer satisfaction, productivity, and accuracy.
  • Build connection and trust with your customers, going above and beyond to provide an exceptional experience, with the aim to resolve their queries in an appropriate manner first time. 
  • Be organised, accountable and responsible - using your resources to keep informed of all site and policy changes as they occur and be able to articulate them accurately and succinctly to support customers.
  • Anticipates and responds with energy to new challenges, the unfamiliar, and the urgent.  
  • Be a customer champion, identify their needs, be their advocate, and ensure we are continuously improving.

Skills/experience

  • We're looking for candidates with great people skills!
  • Minimum 1 year of customer service experience, contact center experience preferred. 
  • Excellent customer service skills: You must exhibit empathy, courtesy, kindness, efficiency, confidence and helpfulness.
  • Tech-curious, excellent typing skills and adaptable in navigating online tools and systems.
  • We’re growing!  Adaptability and a love for change and improvement in a fast-paced environment.
  • Excellent written & verbal communication skills: have a strong command of grammar and spelling.
  • Strong critical thinker and adept at problem-solving.
  • Interpersonal skills: Remains open to others' ideas and exhibits willingness to try new things.
  • Display calm conviction, confidence, and empathy when handling customer escalations
  • Reliable & Punctual: Displays excellent time management, takes pride in a job well done, embraces change and feedback, while seeking continual improvements to perform.
  • Ability to take ownership and solve problems
  • Positive and resilient attitude
  • Great teamwork skills
  • Available full-time (40 hours / week).
  • Fluency in English and German
  • Eligible to work in Poland, we will not support relocation for this position.

About TaskRabbit

Each day brings more chores and less time to accomplish them. Whether someone needs a handyman (or woman!), 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 independent contractors (“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 revolutionise everyday work. 

Perks

  • IKEA Discount Card
  • Team Events both virtual and in person
  • Wellness Stipend and Support, including headspace and Ginger
  • Productivity Stipend - To support your success in a remote environment
  • Education Stipend and learning library
  • Family Planning Stipend
  • Multisport card - to access various health and fitness venues
  • Travel for work
  • Health insurance, pension contribution, 25 days holiday, 20 days sick pay and generous parental leave

You’ll love working here because

  • TaskRabbit is a remote first company. We recognise that talented people live all over the world.
  • Collaboration hub offices in San Francisco, Austin and London
  • 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!
  • Senior Leadership Team 50% women
  • Director Level 86% Diverse 
  • 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 Neighbour. 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 more than half of our team and leadership, and we strive to recruit and retain employees from all over the world.

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