Customer Support Representative

Title: Customer Support Representative

Location: Remote/ US

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.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 employee-paid health insurance, 401k match with immediate vesting, generous and flexible time off with 2 company-wide closure weeks, Taskrabbit product stipends, wellness + productivity + education stipends, IKEA discounts, reproductive health support, and more.

About the Role:

Are you passionate about helping people, providing exceptional support to customers, and engaging in meaningful work? If so, come join our fast-growing and mission-driven Customer Support team. On this team, you will work in an omnichannel environment to deliver fast, high-quality support & product education to our customers in North America.

You will be joining a remote team supporting our Tasker and Client communities. We are looking for customer service enthusiasts who have an undeniable love of working with people, who excel at quick-thinking, light up when solving problems, are invested in supporting our TaskRabbit community, and are passionate about the sharing economy.

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

What You’ll Work On:

• Learn & be able to assist customers in the TaskRabbit experience across our dual-side marketplace.
• Handle booking support requests driving retention and ease of use.
• Efficiently address & solve user issues primarily via live channels while maintaining & exceeding KPIs aimed at customer satisfaction, productivity, and accuracy.
• Build connections and trust with your customers, calmly, and professionally handle their concerns and quickly get them a resolution.
• Be organized, 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.
• Put yourself in the customer’s shoes and help identify their needs, be their advocate, and ensure we are continuously improving.
• Be comfortable and professional in deescalating stressful situations and having difficult conversations.

The Customer Support Representative is primarily responsible for handling basic customer issues such as account access, assisting with the use of the platform, and booking support for customers primarily via live support channels. You will train and learn the basics of the platform and use both inhouse resources and problem-solving and people skills to support customers. We aim to live our values in every interaction and are looking for customer support agents who care deeply about making everyday lives easier.

As a Customer Support Representative, you will spend 90% of your productive time working directly with customers via chat or phone.

Your areas of expertise:

• 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-savvy, 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 writing skills: You must have a strong command of grammar, spelling and syntax.
• Strong critical thinker and adept at problem-solving.
• 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 with professionalism and respect.
• Dependable & Mature: You are consistently on time for your scheduled shift, follow instructions, respond to management direction and solicit feedback to improve performance.
• This is a full-time (40 hours/week) shift position. We are open 7 days a week from 7:45 am – 8:15 pm CST, with all shifts provided 2 consecutive days off. Shifts are provided ahead of training and we offer new shifts in a bid several times a year.

• Starting pay is $17.50/hr and we are currently hiring for our live phone channel.