Aimed at mid-level customer service quality leaders comfortable with managing global teams and driving process improvements in a remote, fast-paced environment.
Derived from job-description analysis by Serendipath's career intelligence engine.
Original posting from Taskrabbit via Greenhouse
About Taskrabbit:
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. You will also play a key role in driving CS process improvement by translating quality insights into actionable operational enhancements.
Our CS and QA teams operate across the US and EU, and you will oversee a distributed team across multiple time zones. You will ensure alignment and consistency across regions, including close collaboration with our BPO partners to maintain shared standards and expectations.
In addition to team leadership, you will work cross-functionally with internal stakeholders to identify opportunities for process, policy, and performance improvements, contributing directly to the delivery of exceptional customer service. You will act as a key connector between Quality, Performance, and CS Leadership to ensure improvement opportunities are prioritized and executed effectively.
You will also be responsible for aligning QA capacity with business needs by forecasting evaluation volumes, partnering closely with Workforce Management, and ensuring team productivity and cost efficiency at scale.
What You’ll Work On
Team Leadership & Performance Management
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
Quality Program Ownership
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 (including defining and prioritizing CS process improvement opportunities based on QA insights)
Global Operations & Consistency
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
Stakeholder Collaboration & Continuous Improvement
Collaborate with cross-functional teams (i.e, CS Operations, Training, Policy) to drive continuous improvement initiatives
Contribute to the evolution of internal policies and customer experience standards
Use QA insights to influence decision-making and enhance overall service delivery and processes
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
Workforce Planning & Operational Efficiency
Own forecasting of QA evaluation volumes based on contact projections and quality coverage targets
Partner with Workforce Management (WFM) to translate business volume into QA capacity and resourcing needs
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 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
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
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. 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.
You’ll love working here because:
Taskrabbit is a Hybrid 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 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. Benefits vary by country of employment.
Taskrabbit’s commitment to Diversity and Inclusion:
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 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, sex, 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 qua
Source: Taskrabbit careers (Greenhouse)