Customer Support Supervisor, Claims

Customer Support Supervisor, Claims

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.

• 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 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

Taskrabbit is looking for an experienced Claims/Executive Operations Supervisor to manage the day-to-day operations and oversight of multiple teammates who are responsible for our claims and executive escalations, including ongoing communication with our social media/marketing team, legal team as well as our executives for NA. You will be responsible for acting as an advocate for Clients and Taskers while maintaining a growth business mindset. You will tackle complex and pertinent issues for the Taskrabbit user while serving as the executive escalation point. You will also be responsible to drive performance through coaching and feedback, bridging communication to cross-function partners, and recommending solutions for departmental opportunities. This role is high visibility and you must be comfortable interacting with executives both written and in person. This person should be an efficient self-starter with the ability to operate effectively in a fast-paced, ever-changing environment.

Based in NA, this is a remote-first position with the potential to travel when needed. We are looking for a passionate leader who lives for helping others, cares deeply about building a 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 10-15 Claims/Exec Ops Specialists
• Interpret and enforce company terms of service, standards, and policies, including the Happiness Pledge.
• Investigate, troubleshoot, and drive the most sensitive and complex escalations of public interest involving social media escalations, in addition to the regulatory and legal requests for resolution, and communicate to cross-functional partners.
• Handle high-pressure escalations and grey areas, and collaborate with cross-functional experts, when appropriate, to resolve issues quickly.
• Act as an advocate for the customer and the Taskrabbit business by identifying key escalation drivers and making recommendations on policy and workflow improvements.
• Coaching and developing teammates to deeply understand the root cause of claims and executive escalations, while acting as an advocate for the customer and the Taskrabbit business.

Your Areas Of Expertise:

• 2 years of leadership experience, with 1 year of experience leading a specialized customer service function.
• 1-year experience in executive escalations, claim/or policy enforcement.
• Superb people skills, you excel at rallying your team towards shared goals.
• An eye for detail and processes: No tolerance for inefficiency, inconsistency, or confusion across the team.
• Self-starter; intrinsically motivated and passionate/knowledgeable about your workload, ability to work cross-functionally
• Is data-driven, understand the key drivers of the customer journey, identifies opportunities, and is a voice for continuous improvement providing feedback on opportunities and proactively sharing best practices

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’s commitment to Diversity and Inclusion:

An Active Commitment to Equity within our Company and Platform.

We are an inclusive community where all who share our mission and values belong. Our anti-racist culture actively strengthens the knowledge, understanding, and awareness of underrepresented experiences and our ongoing allyship commitment. Our diverse team represents the communities we serve, breaking down systemic barriers, and transforming lives- one action at a time.

Taskrabbit is an equal opportunity employer and values diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, ancestry, citizenship, gender, gender identity, sexual orientation, age, marital status, military/veteran status, or disability status. Taskrabbit is committed to working with and providing reasonable accommodation to applicants with physical and mental disabilities.

Taskrabbit will consider for employment all qualified applicants with criminal histories in a manner consistent with applicable law.