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.

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 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

About The Role:

In this position of Team Lead for Claims, you’ll be responsible for the professional, performance and people management of a Claims Team based in Poland, reporting directly to the Regional Manager, and working closely with the regional and global Risk Operations Teams. You’ll be accountable for the allocation of work throughout the team, compliance with service level agreements, the quality of the product, team productivity, ensuring an enhanced customer claims journey, minimising spend, reducing complaints, ensuring client retention, and assisting in the growth of the Taskrabbit product. 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 transforming lives, one task at a time.

What You’ll Work On: 

• Lead and develop a team of 15-18 Claims 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 claim escalations.
• Assist in hiring and developing a team while actively managing performance issues.
• Jump into the queues when needed to assist the team in maintaining SLAs.
• Cover gaps in Leadership coverage when needed.
• Support in projects and process improvement opportunities as required and be 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.

Your Areas of Expertise: 

• Superb people skills, you excel at rallying your team towards shared goals.
• 1-2 years of leadership experience in a specialized customer service function and/ or executive escalations, claim/or policy enforcement.
• An eye for details 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.
• Data driven, understand the key drivers of customer journey, identify opportunities and is a voice for continuous improvement providing feedback on opportunities and proactively share best practises.
• Working knowledge of CS tools is a plus.
• Business level proficiency in English is required, and any other language skill is a plus
• 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 135,600 PLN. This is the base pay only, and does not include any other total cash compensation amounts, such as company bonus or benefits.

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 employer-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. 

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.