Senior Customer Success Manager
About the Role:
At Taskrabbit, we recognise that Taskers are at the heart of everything we do. When clients book a task, we want them to have an excellent experience, with a Tasker who has the confidence and knowledge of our platform to provide the best possible service.
Our Tasker Success team helps Taskers achieve their personal tasking goals, and ensure that fulfilment of client bookings remains as high as possible. This includes onboarding Taskers seamlessly, nurturing them, ensuring that they are fully utilised, and working hard to drive a high level of satisfaction. The result is Taskers being higher quality, and more likely to continue using the platform.
As a Senior Tasker Success Manager, you will be responsible for growing and maintaining a high-quality and highly-engaged community of Taskers. You will work closely with data to understand the supply dynamics of your market, and use it to make decisions that drive them to improve. You will implement programmes and communication strategies aimed at enhancing the performance of Taskers in your market, and continuously evaluate these trends within your community.
What you will work on:
Building strong relationships with Taskers in your market, especially with those who are highly engaged on the platform.
Dive deep into the data to understand the supply dynamics of your market in detail, proactively identify gaps and opportunities in our ability to fulfil tasks for clients, and create plans to address these.
Execute communication programmes and tactics to a high quality, later evaluating the impact of these interventions.
Provide support, guidance, and feedback to Taskers on their performance, including through in-person office hours with local Taskers once per week.
Produce high quality data on Tasker behaviour trends, and report this clearly to the rest of the country team through weekly meetings and other forums.
Create and deliver new initiatives to improve your market, supported by well-written documentation that clearly explains your plans.
Draft and send communications to Taskers across various channels, and continuously optimise these to positively influence your market’s supply level.
Acquire a deep understanding of your Tasker community and the business as a whole, and leverage this knowledge to recommend improvements.
What we are looking for someone who is:
An excellent communicator - with the experience and ability to provide updates on market trends at internal weekly meetings.
A capable analyst - the ability to interpret data, then use it to make recommendations and decisions. A data-driven decision-maker who enjoys digging into data to understand trends.
An enthusiastic “people person” - ready to roll up their sleeves and speak to Taskers on a daily basis, and build rapport with the community.
A team player - experience managing and maintaining strong relationships with cross-functional teams, including operations and marketing, to drive results and achieve business objectives.
Well organised - and capable of producing accurate and high-quality documentation that describe plans or projects. Ability to manage core tasks independently and deliver work that meets targets and deadlines.
A great cultural fit - comfortable operating at a fast pace in an entrepreneurial environment, and driven to succeed. Added advantage if you are familiar with any of the following tools: Looker, Totango, Excel, GSuite.
Based in London - and able to travel to various locations (typically IKEA stores) on a weekly basis.
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 £48,000 - £67,000. This is the base pay only, and does not include any other total cash compensation amounts, such as company bonus or benefits.
