Senior Supervisor, Customer Support Quality

🕒 May 20

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TaskRabbit

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2008

👥 B2C

🏪 Marketplace

💰 Secondary Market on 2015-07

B2C • Marketplace

TaskRabbit is a platform that connects customers with skilled 'Taskers' who provide various home-related services. These services include furniture assembly, home repairs, cleaning, moving, and yard work. TaskRabbit allows users to choose a Tasker based on price, skills, and reviews, and facilitates the entire process including scheduling, payment, and communication through its platform. With a wide range of services and a focus on customer satisfaction, TaskRabbit provides a convenient solution for tackling home projects big and small.

📋 Description

• Manage, coach, and develop a team of 5 to 10 CS Quality Associates across multiple regions • Drive team performance through clear goal-setting, regular feedback, and structured development plans • Foster strong engagement, accountability, and high performance standards within the team • Own QA performance metrics and reporting, ensuring accuracy, visibility, and actionable insights • Continuously evolve the QA framework, including evaluation rubrics, methodologies, and calibration processes • Identify trends and gaps in quality performance, translating insights into prioritized improvement initiatives • Ensure alignment and consistency in QA standards across US and EU operations • Adapt processes to effectively support a globally distributed team while maintaining high standards • Partner with BPO vendors to ensure quality expectations are clearly defined, met, and consistently applied • Collaborate with cross-functional teams to drive continuous improvement initiatives • Use QA insights to influence decision-making and enhance overall service delivery and processes • Own forecasting of QA evaluation volumes based on contact projections and quality coverage targets • Ensure the QA team operates efficiently by balancing evaluation output, quality, and cost

🎯 Requirements

• 2+ years of experience in a people management role • Strong background in Quality Assurance within Customer Service or a similar environment • Experience working with global teams across multiple time zones • Ability to manage vendor/BPO relationships and drive alignment • Strong analytical mindset with the ability to translate data into actionable insights • Excellent communication and stakeholder management skills • Experience building or scaling QA programs • Familiarity with QA tools, scorecards, and calibration processes • Experience in fast-paced, high-growth environments

🏖️ Benefits

• Health insurance • 401(k) match with immediate vesting for US employees • Generous and flexible time off with 2 company-wide closure weeks • Taskrabbit product stipends • Wellness + productivity + education stipends • IKEA discounts • Reproductive health support