Taskrabbit
Sr.Supervisor,CustomerSupportQuality
Neural analysis suggests this role is
optimal for Senior candidates.
“Sr. Supervisor, Customer Support Quality at Taskrabbit. Skills: Team Leadership, Performance Management, Quality Program Ownership, Global Operations & Consistency, Stakeholder Collaboration & Continuous Improvement, Workforce Planning & Operational Efficiency. 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”
What You'll Achieve.
Drive team performance; Ensure accuracy, visibility, and actionable insights for QA performance metrics and reporting; Continuously evolve the QA framework; Ensure alignment and consistency in QA standards across US and EU operations; Maintain high standards for a globally distributed team; Ensure quality expectations are clearly defined, met, and consistently applied with BPO vendors; Drive continuous improvement initiatives; Enhance overall service delivery and processes; Ensure clarity on impact, feasibility, and prioritization of improvement plans; Ensure effective implementation and measurable outcomes of approved process improvements; Ensure the QA team operates efficiently; Optimize team productivity to drive return on investment; Meet evolving quality coverage goals
Industry & Context.
analytical mindset with the ability to translate data into actionable insights
What They're Looking For.
Must Have
2+ years of experience in a people management role, background in Quality Assurance within Customer Service or a similar environment, Experience working with global teams across multiple time zones, Ability to manage vendorPO relationships and drive alignment, 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
What You'll Do.
and develop a team of 5 to 10 CS Quality Associates across multiple regions
Drive team performance through clear goal-setting
and structured development plans
and high performance standards within the team
Own QA performance metrics and reporting
and actionable insights
Continuously evolve the QA framework
including evaluation rubrics
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
and consistently applied
Collaborate with cross-functional teams (i. e
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
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
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
Monitor and optimize team productivity to drive return on investment
Plan and adapt team structure and workload to meet evolving quality coverage goals
How You'll Work.
Team & Collaboration
Manage, coach, and develop a team of 5 to 10 CS Quality Associates across multiple regions; Partner with BPO vendors to ensure quality expectations are clearly defined, met, and consistently applied; Collaborate with cross-functional teams (i. e, CS Operations, Training, Policy) to drive continuous improvement initiatives; Partner with Workforce Management (WFM) to translate business volume into QA capacity and resourcing needs; key connector between Quality, Performance, and CS Leadership
Communication Scope
Excellent communication and stakeholder management skills
Process & Methodology
Oversee the execution and rollout of approved process improvements, ensuring effective implementation and measurable outcomes
Full Job Description
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 main
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