Job Description
Title: Customer Success Manager
Location: United Kingdom
Remote UK
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
The Tasker Success team helps Taskers achieve their personal tasking goals using Taskrabbit. This includes onboarding Taskers seamlessly, nurturing them, ensuring that they are fully utilised and retained, and coaching them to build satisfaction with the platform. These approaches, applied at the local level, will result in Taskers being higher quality, and more retentive – which drives client bookings and retention.
As a Tasker Success Manager, you will collaborate closely with cross-functional teams throughout the entire Tasker lifecycle, focusing on critical areas such as invoicing, utilisation, and retention. Your role will involve developing and implementing programs and communication strategies aimed at enhancing the performance of Taskers in your market, including delivering workshops and regularly calling Taskers to provide support and guidance.
Working closely with internal stakeholders, you will coach Taskers, identify process improvements, and serve as a thought partner on invoicing, utilisation, and retention issues. Your ultimate goal is to equip Taskers with the knowledge, skills, and resources required to succeed on our platform.
What You’ll Work On:
- Building strong relationships with Taskers in and around London, especially those who are highly engaged on the platform
- Provide support, guidance, and feedback to Taskers on their performance, as well as assist them in resolving any issues they may be facing
- Conduct in-person office hours with Taskers once per week to help achieve this
- Ensure that new Taskers have a positive early experience, and implement targeted tactics to optimise their productivity, while also providing strategic guidance to ensure the retention of valuable Taskers
- Make strategic recommendations about how our programs and communications should evolve, and work alongside field stakeholders
- Responsible for program metrics performance around utilisation, invoicing, and retention, including tracking and reporting
- Master the Tasker lifecycle. Rigorously apply data to identify gaps and opportunities in the Tasker experience
- Continuously monitoring industry trends and best practices, staying up-to-date on new developments, and integrating these insights into our program approach
Your Areas Of Expertise:
- Excellent communication skills with the ability to provide updates on market trends at weekly meetings, and build rapport with the Tasker community
- An enthusiastic people person, ready to roll up their sleeves and speak to Taskers on a daily basis
- Demonstrated experience managing and maintaining strong relationships with cross-functional teams, including Operations and Marketing, to drive results and achieve business objectives
- Strong analytical skills with the ability to identify supply gaps and create plans to address them, with a solid understanding of supply/demand dynamics
- Proven ability to execute strategies provided by the program team on time and with high quality, and proactively suggest actions to address supply gaps
- Strong organisational skills with the ability to produce accurate and high-quality brief documents that describe plans or projects
- A data-driven decision-maker who enjoys digging into data to understand trends
- Ability to manage core tasks independently and deliver work that meets targets and deadlines
- Comfortable operating at a fast pace in an entrepreneurial environment
- Strong attention to detail with a knack for prioritisation and establish the scope of projects
- Curiosity about how things work, with the ability to anticipate problems or spot areas for improvement
- We’re looking for someone based in London or the surrounding areas, and able to travel to various locations (typically IKEA stores) on a weekly basis
- Added advantage if you are familiar with: Looker, Totango, Excel, GSuite