customer support
Posted May 20Sr. Supervisor, Customer Support Quality
at Taskrabbit
PortugalHybrid
Responsibilities
- 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
- Identify trends and gaps in quality performance, translating insights into prioritized improvement initiatives (including defining and prioritizing CS process improvement opportunities based on QA insights)
- 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
- Collaborate with cross-functional teams (i.e, CS Operations, Training, Policy) to drive continuous improvement initiatives
- Lead the review and alignment of proposed improvement plans with CS Leadership, ensuring clarity on impact, feasibility, and prioritization
- Oversee the execution and rollout of approved process improvements, ensuring effective implementation and measurable outcomes
- 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
- Monitor and optimize team productivity to drive strong return on investment
- Plan and adapt team structure and workload to meet evolving quality coverage goals (i.e, increasing evaluation targets) Your Areas of Expertise 2+ years of
Requirements
- You will also play a key role in driving CS process improvement by translating quality insights into actionable operational enhancements.
- experience in a people management role (this is not an entry-level position)
- 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
- Familiarity with QA tools, scorecards, and calibration processes •
Benefits
- Experience in fast-paced, high-growth environments 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 base pay range for this position is €40,000 - €50,000.
- This range is representative of base pay only, and does not include any other total cash compensation amounts, such as company bonus or benefits.
- Women make up half of our leadership team and our diversity representation is above that of the tech industry average. The Perks.
- Taskrabbit offers our employees with employer-paid health insurance and a 401k match with immediate vesting for our US based employees.
- 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.
- An Active Commitment to Equity within our Company and Platform.
Contact
- Communications will always be conducted by taskrabbit.com domain names.
Additional details
- 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 hybrid company with employees distributed across the US and EU and a Built In — Best Places to Work (2022, 2023, 2024) continually ranked across multiple national and regional categories. Join us at Taskrabbit, where your work will be meaningful, your ideas valued, and your potential unleashed! About the Role
- As a Senior Supervisor, CS Quality, you will play a key role in ensuring the consistency, effectiveness, and continuous improvement of our Customer Service (CS) Quality program.
- Reporting to the Senior Manager, you will lead a global team of CS Quality Associates and take ownership of quality performance across our operations.
- This is a people management role suited for an experienced leader.
- You will be responsible for driving team performance and development, while also shaping and evolving our QA framework to support high-quality customer experiences at scale.