Performance Specialist
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Job Description
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:
The Performance Specialist role focuses on the regional performance of customer service and develops and implements strategic actions to improve metrics for the region. As a Performance Specialist, you will work closely to understand current performance trends of all KPIs across your region and investigate areas of improvement. You will look into trends that impact the wider region, this can be done by deep diving into data, CSAT comments, QA'ing the agents, or by other means necessary. The goal is to identify trends that impact the performance of the region and then create actions to improve the performance of these results based on your analysis.
Our Values:
- Obsess over Clients and Taskers
- Win Together with Heart
- Own the Challenge
- Be Bold
- Think Big. Move Fast.
What You Will Do:
- Analyze scoring metrics for all channels and identify greatest areas of opportunity for the region.
- Work with the leadership team in your region to understand current KPI performance metrics, both for teams and the region.
- Provide feedback & coaching to supervisors or customer support representatives (when required) on their performance when impacting regional performance.
- Create & deliver initiatives, actions or workshops to improve performance areas based on your analysis.
- Identify behavioral and skills needed aimed at improving core metrics & track impact of actions.
- Provide weekly and monthly analysis.
- Support new hires, coach and guide, giving additional support coming out of training.
- Perform quality evaluations for customer support representatives within their first 12 weeks.
- Work with the Global Operations teams to recommend process improvement and resource needs.
- Provide actionable feedback to individuals and team managers real-time.
- Provide targeted QA work using Quality tools to find trends impacting performance as needed.
- Support investigation requests from your Manager.
What you will have:
- An understanding of Customer Support processes, dashboards and tools.
- The ability to work independently, but with support from your manager when needed.
- A developing ability to analyze data and metrics to find trends.
- Coaching and feedback skills.
- Analytical & problem solving skills
- Detail-oriented with a focus on continuous improvement, and takes pride in a job well done.
- Previous experience in Customer Support or Quality & Training roles
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 range for this position is $61,000 - $72,000. This range is representative of base pay only, and does not include any other total cash compensation amounts, such as company bonus or benefits. Final offer amounts may vary from the amounts listed above, and will be determined by factors including, but not limited to, relevant experience, qualifications, geography, and level.
- 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 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 US employees employer-paid health insurance and a 401k match with immediate vesting. Taskrabbit offers EU employees medical insurance. We offer all of our global employees, 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. Benefits vary by country of employment.
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.
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.
