Customer Support Tools & Systems Specialist, Taskrabbit
$35-51k
+ Bonus
2 days a week in office (Soho, London)
Outsourcing marketplace for everyday tasks
Open for applications
Outsourcing marketplace for everyday tasks
1001+ employees
Open for applications
$35-51k
+ Bonus
2 days a week in office (Soho, London)
1001+ employees
Company mission
To transform lives, one task at a time, by connecting millions globally with trusted Taskers every year.
Role
Who you are
- This is a developing role, ideal for someone who is building technical expertise, refining communication and collaboration skills, and passionate about improving the customer and agent experience through smarter systems and automation
- 1+ years of experience in customer service, operations, or a technical support environment
- Foundational knowledge of Zendesk or similar tools (Freshdesk, ServiceNow, Salesforce Service Cloud)
- Interest in learning chatbot management, automation, and customer service system integrations
- Familiarity with LMS, QA, or VoC tools is a plus
- Strong attention to detail with a proactive approach to problem-solving
- Developing communication and collaboration skills, able to share updates and ideas within your team
- Curiosity about data, APIs, and system connectivity; open to learning basics of webhooks, scripting, or SQL
- Self-motivated, coachable, and eager to build expertise in customer service technology
What the job involves
- We’re looking for a Customer Service Tools & Systems Specialist who is eager to learn, grow, and develop expertise in the platforms that power our Customer Service organization, including Zendesk, chatbots, and other operational tools
- In this role, you’ll support the configuration, maintenance, and optimization of our customer service systems, helping ensure that our tools run efficiently and support both customers and agents
- You’ll collaborate with experienced team members and partners across CS, training, WFM, Product and wider Operations to implement new features, improve workflows, and build your skills in support technology
- Assist in managing the Zendesk platform, including configurations, automations, and workflows
- Support updates to ticket forms, triggers, macros, and user permissions. Learn how to optimize routing and reporting through guided coaching and hands-on practice
- Help maintain and improve chatbots and conversational AI tools that enhance the customer experience
- Support testing and performance tracking, and assist in designing conversation flows that make customer interactions smoother and more efficient
- Support other tools within the Customer Service tech stack, including LMS, QA, and VoC platforms. Learn how to manage user access, troubleshoot minor issues, and contribute to keeping systems aligned and integrated
- Collaborate with Product, Engineering, and Operations teams to implement small updates, test new features, and troubleshoot system issues
- Communicate progress and learn to present your work clearly within your team and stakeholder groups
- Document configurations, workflows, and tool changes to maintain transparency and consistency
- Support process improvement efforts by helping identify opportunities for automation or workflow enhancements
- Assist in resolving basic tool-related issues for Customer Service agents
- Escalate complex problems appropriately while developing troubleshooting and analytical skills through guidance and mentorship
Application process
- We have a thoughtful and interactive interview process that includes an initial recruiter phone screen and several video-based interviews with our hiring teams
Salary benchmarks
Our take
Back in 2011, TaskRabbit took full advantage of a growing trend - that technology enables consumers to do more commerce in their homes than ever before. Its marketplace connects users to "Taskers" that can perform virtually any role customers require, such as heavy lifting and cleaning.
TaskRabbit's product is diverse, with the potential to enter any commerce sector in the world. In 2017, the company was acquired by IKEA, which gave it the resources to undergo a data-driven European expansion which included launching in Germany and France, as well as increasing services in densely-populated UK areas.
By developing internationally, while also emphasising its offerings as a delivery service, the company has set itself up on the world stage. Having continued to grow and expand its offerings, TaskRabbit remains a key player in the gig economy, with every sign that it will continue its successes into the future.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
3% employee growth in 12 months
Company
Funding (2 rounds)
Jul 2012
$14.4m
Dec 2011
$19.7m
Total funding: $34.1m
Company benefits
- Remote first and highly connected
- Employee-covered health care
- 401k with match
- Flexible PTO
- Paid holidays & recharge weeks
- Wellbeing allowance and free access to HeadSpace and Spring Health
- Paid parental leave, adoption assistance, and reproductive health assistance
- Speaker series, career paths, and an annual education allowance
- IKEA discount, Taskrabbit credit, and productivity stipend
Company HQ
Potrero Hill, San Francisco, CA
Leadership
Ania Smith
(CEO)Several years of experience in leadership at companies like Expedia, Uber, Airbnb and Walmart.
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