Customer Support Supervisor - job 1 of 2

As the Customer Support Supervisor at Taskrabbit, your main responsibilities include leading and developing a team of Customer Service Specialists, ensuring high performance, and driving continuous improvement within the team. You'll monitor performance metrics, manage escalated issues, and collaborate with the Customer Support Manager on business goals, while also participating in projects aimed at enhancing user experience.

To qualify for the Customer Support Supervisor role at Taskrabbit, you should have at least 2 years of leadership experience in a customer service setting, with a specific focus on executive escalations. Strong people skills, a detail-oriented mindset, and the ability to provide clear feedback are vital. Fluency in English is required, and knowledge of French is a bonus.

Taskrabbit supports its Customer Support Supervisors through a collaborative work environment that values continual feedback and growth. You'll have access to training and development resources to bolster team performance and improve processes, along with opportunities to work closely with your peers and management on strategic objectives.

The culture at Taskrabbit is diverse, inclusive, and incredibly supportive. As a Customer Support Supervisor, you’ll be part of a remote-first team that encourages innovation, collaboration, and a strong sense of community. The company emphasizes transparency, equity, and values that make a positive impact in the lives of others.

As a Customer Support Supervisor at Taskrabbit, you can expect a competitive annual gross pay ranging from 117,700 PLN to 140,000 PLN, exclusive of bonuses and benefits. Additionally, Taskrabbit provides employer-paid health insurance, generous time off, and various stipends to promote overall well-being and satisfaction at work.

To prioritize my team's tasks effectively, I focus on both immediate customer needs and long-term team goals. I implement regular check-ins to assess workload, encourage team collaboration to identify urgent issues, and use data-driven insights to allocate resources efficiently.

I believe in setting clear goals and celebrating milestones. By providing continuous feedback and recognizing individual and team efforts, I create an environment where team members feel valued and motivated to contribute to our collective success.

In high-pressure situations, I remain calm and listen carefully to the customer to fully understand their concerns. My approach involves acknowledging their issues, taking ownership of the resolution process, and keeping open lines of communication throughout the endeavor to ensure satisfaction.

I believe empathy, strong communication skills, and adaptability are essential qualities for a Customer Support Supervisor. A successful leader must understand the team's dynamics, be able to convey messages clearly, and adjust strategies as situations evolve.

I have actively participated in several process improvement initiatives in my previous roles, utilizing data metrics to identify inefficiencies, gathering feedback from team members, and implementing changes that enhance productivity and customer satisfaction.

I ensure my team meets performance metrics by regularly reviewing key performance indicators, facilitating training sessions, and providing ongoing coaching. I encourage team members to set personal performance goals aligned with company standards to stay focused.

I have extensive experience in coaching and developing team members, focusing on identifying their strengths and growth areas. I conduct regular one-on-one meetings to track progress and provide constructive feedback, while also encouraging professional development opportunities.

My approach to conflict resolution includes fostering open communication and encouraging team members to share their viewpoints. I facilitate discussions to clarify misunderstandings and guide the team toward collaborative solutions to promote unity.

In my previous roles, I've used various Customer Relationship Management (CRM) systems and performance analytics tools to monitor team productivity and customer interactions. Leveraging these tools helps in identifying trends and areas for improvement.

I stay updated on industry trends through continuous learning—subscribing to relevant newsletters, participating in webinars, and networking with other industry professionals. This allows me to bring fresh ideas and insights back to my team at Taskrabbit.