Customer Success Manager, Italy

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.

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:

The Tasker Success team helps Taskers achieve their personal tasking goals using Taskrabbit. This includes onboarding Taskers seamlessly, nurturing them, ensuring that they are fully utilised and retained, and coaching them to build satisfaction with the platform. These approaches, applied at the local level, will result in Taskers being higher quality, and more retentive - which drives client bookings and retention.

As a Tasker Success Manager for Italy based in Milan, you will collaborate closely with cross-functional teams throughout the entire Tasker lifecycle, focusing on critical areas such as invoicing, utilisation, and retention. Your role will involve developing and implementing programs and communication strategies aimed at enhancing the performance of Taskers in your market, including delivering workshops and regularly calling Taskers to provide support and guidance. 

Working closely with internal stakeholders, you will coach Taskers, identify process improvements, and serve as a thought partner on invoicing, utilisation, and retention issues. Your ultimate goal is to equip Taskers with the knowledge, skills, and resources required to succeed on our platform.

What you will work on:

• You will be responsible for conducting weekly in-person office hours with Taskers. During these office hours, you will provide support, guidance, and feedback to Taskers on their performance, as well as assist them in resolving any issues they may be facing.
• Ensure that Taskers have a positive experience after activating, and implement targeted tactics to optimise their productivity, while also providing strategic guidance to ensure the retention of valuable Taskers.
• Make strategic recommendations about how our programs and communications should evolve, and work alongside field stakeholders.
• Responsible for program metrics performance around utilisation, invoicing, and retention, including tracking and reporting.
• Master the Tasker lifecycle. Rigorously apply data to identify gaps and opportunities in the Tasker experience.
• Continuously monitoring industry trends and best practices, staying up-to-date on new developments, and integrating these insights into our program approach.

Your areas of expertise:

• A team player - experience managing and maintaining strong relationships with cross-functional teams, including operations and marketing, to drive results and achieve business objectives. Able to contribute to the creation of solid plans that build on existing frameworks and put them into action with the support from your manager.
• An excellent communicator - with the experience and ability to provide updates on market trends at internal weekly meetings and build rapport with the Tasker community.
• A capable analyst - the ability to identify supply gaps and create plans to address them, with a solid understanding of supply/demand dynamics. A data-driven decision-maker who enjoys digging into data to understand trends.
• Well organised - and capable of producing accurate and high-quality documentation that describe plans or projects. Ability to manage core tasks independently and deliver work that meets targets and deadlines.
• An enthusias