Customer Support Team Lead

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

In the position of Customer Support Team lead you will be working directly with the Regional Manager to ensure performance is consistently high, while ensuring you are available to support and coach your teams, as needed. You will also be responsible for supporting regional strategy and process improvement opportunities within the CS organisation. You will serve as an escalation point of the teams and tackle complex service issues for TaskRabbit users, recommend solutions for departmental opportunities, drive performance through feedback and coaching, and bridge communications across teams. You will work closely with your peers globally and partner with our EU outsource partner to support the growth and alignment of the Customer Service Team for Europe.

Based in Poland, this is a remote first position with the potential to travel to our UK & US office when needed, we are looking for a passionate leader who lives for helping others, cares deeply about building strong culture and teams and is excited to work closely with a peer leadership group to identify and execute quickly on opportunities that level-up our user experience daily. 

Join us in creating a better everyday life for everyday people.

What You’ll Work On:

• Lead and develop a team of 15-18 Customer Service Specialists
• Become an expert of the entire online and offline TaskRabbit experience across our dual-side marketplace.
• Work closely with the Customer Support Manager to understand, share and action on department and business goals and KPIs.
• Take ownership for results, understand development needs and provide coaching, training and support to team members, delivering timely and clear feedback on performance.
• Monitor team performance, quality, adherence and daily schedule
• Partner with the Training and Development team on new hire onboarding.
• Act as a primary escalation point for resolving emergencies and high-touch escalations.
• Assist in hiring and developing a team while actively managing performance issues.
• Jump into the queues when needed to assist the team in maintaining SLAs.
• Cover gaps in Leadership coverage when needed.
• Support in projects and process improvement opportunities as required and is a  voice for continuous improvement providing feedback on opportunities and proactively share best practices
• Creates a safe and engaging work environment, where constructive and regular  feedback is celebrated

Your Areas of Expertise:

• >1 years leadership experience, with >1 year experience leading customer service functions.  
• Front-line experience as a customer service agent is a must.
• Superb people skills, you excel at rallying your team towards shared goals.
• An eye for process: N