Customer Support Advocate

Summary

Join Taskrabbit, a remote-first company, as a Customer Support Representative and handle customer queries, aiming for one-touch resolution. You will work directly with users via chat, email, or phone, ensuring exceptional service and timely query resolution. The role involves building connections with users, proactively addressing issues, identifying trends, and providing constructive feedback. You will collaborate with other teams and adapt to a fast-paced environment. Taskrabbit offers competitive compensation, including base hourly pay, bonus, and benefits such as employer-paid health insurance and 401k matching for US employees, along with generous time off and various stipends.

Requirements

• Minimum 1 year of customer service experience, including handling more complex customer interactions
• Excellent customer service skills: You must exhibit empathy, courtesy, kindness, efficiency, confidence and helpfulness
• Tech-curious: Excellent typing skills with the ability to navigate online tools and systems
• We’re growing: Adaptability and a love for change and improvement in a fast-paced environment is a must
• Excellent written & verbal communication skills: Have a strong command of grammar and spelling
• Reliable & Punctual : You are an important part of our team, so excellent time management is expected
• Embrace the unknown: Be comfortable working cross-functionally with other teams, working through ambiguity and multitasking!
• Available full-time (40 hours / week): We run a 7-day-a-week business, so weekend and holiday availability is required

Responsibilities

• Assist users in their entire 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 our users, going above and beyond to provide an exceptional experience, with the aim to resolve their queries in an appropriate and timely manner first time
• Be proactive and work with our users to ensure exceptional service
• Take initiative to solve issues as they arise using your knowledge and experience to make informed decisions
• Identify trends and provide constructive feedback to other employees and departments as necessary
• Anticipate and efficiently respond to new challenges, the unfamiliar, and the urgent
• Be a champion for our customers by identifying their needs, being their advocate, and ensuring we are continuously improving
• Perform additional duties within the scope of a Customer Support Representative as required or requested

Preferred Qualifications

Knowledge of CRM tools is preferred

Benefits

• Taskrabbit is a Remote-First Company
• Employer-paid health insurance
• 401k match with immediate vesting for our US based employees
• Generous and flexible time off with 2 company-wide closure weeks
• Taskrabbit product stipends
• Wellness + productivity + education stipends
• IKEA discounts
• Reproductive health support