Customer Support Supervisor
To see similar active jobs please follow this link: Remote Customer Success jobs
About The Role
In the position of Customer Support Supervisor 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.
Responsibilities:
Lead and develop a team of 15-18 Customer Service Specialists.
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.
Support in projects and process improvement opportunities as required and is a voice for continuous improvement providing feedback on opportunities and proactively share best practises.
Creates a safe and engaging work environment, where constructive and regular feedback is celebrated.
We are looking for someone with:
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.
Fluency in English is required; French Language would be an added advantage!
Available full-time (40 hours / week).
Eligible to work in Poland, we will not support relocation for this position.
Compensation & Benefits:
At Taskrabbit, our approach to compensation is designed to be competitive, transparent and equitable. Total compensation consists of base pay + bonus + benefits + perks. The annual gross pay for this position is 117,700 PLN- 140,000 PLN. This is the base pay only, and does not include any other total cash compensation amounts, such as company bonus or benefits.
About the job
Customer Support Supervisor
To see similar active jobs please follow this link: Remote Customer Success jobs
About The Role
In the position of Customer Support Supervisor 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.
Responsibilities:
Lead and develop a team of 15-18 Customer Service Specialists.
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.
Support in projects and process improvement opportunities as required and is a voice for continuous improvement providing feedback on opportunities and proactively share best practises.
Creates a safe and engaging work environment, where constructive and regular feedback is celebrated.
We are looking for someone with:
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.
Fluency in English is required; French Language would be an added advantage!
Available full-time (40 hours / week).
Eligible to work in Poland, we will not support relocation for this position.
Compensation & Benefits:
At Taskrabbit, our approach to compensation is designed to be competitive, transparent and equitable. Total compensation consists of base pay + bonus + benefits + perks. The annual gross pay for this position is 117,700 PLN- 140,000 PLN. This is the base pay only, and does not include any other total cash compensation amounts, such as company bonus or benefits.