• Provide first-line support to customers via chat, calls and emails • Escalate and resolve tickets • Answer policy and billing questions with clarity and accuracy • Act as the first point of contact during service outages, ensuring timely communication and support • Troubleshoot basic technical issues and escalate more complex cases to the appropriate teams • Maintain accurate records of customer interactions and follow internal procedures • Ensure a high level of customer satisfaction by delivering empathetic and solution-oriented support

• Rapidly and effectively resolve client issues: Helping clients and partners to handle requests to cancel or change bookings through our CRM system. • Advise clients: Provide expert advice on bookings and our products. • Communicate: Engage with suppliers, hotels, and clients via email and phone. • Work with systems: Utilize CRM systems and our internal databases efficiently.

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 You will be joining a remote team of 20+ advocates in Poland that are in charge of improving conversions and reducing cancellations within our 6 European markets (UK, Germany, France, Spain, Portugal and Italy). You will monitor booking funnels to identify 'stuck' tasks and intervene when our algorithm needs a human touch - using email, internal tools, and phone calls to ensure the jobs get done. You will act as a Task Support Advocate, navigating complex, nuanced conversations with our clients and Taskers to save cancellations and drive revenue. Based in Poland, this is a remote first position reporting to the Operations Team Lead. We aim to live our values in every interaction and are looking for colleagues who care deeply about making everyday lives easier for our community. Join us in creating a better everyday life for everyday people! Responsibilities - Understand the business requirement for each programme that you are working on and be able to put in action the SOPs of each one that you are assigned to work on. - Diligently take notes while performing your core duties and make suggestions to your team leader of how things can be improved. - Efficiently address & solve user issues primarily via live channels while maintaining & exceeding KPIs aimed at customer satisfaction, productivity, and accuracy. - Efficiently manage time to make relevant phone calls while maintaining quality interactions. - Build connection and trust with your stakeholders, going above and beyond to provide an exceptional experience, with the aim to resolve their queries in an appropriate manner first time. - Be organized, accountable and responsible - using your resources to keep informed of all SOPs and programme changes as they occur. Skills/experience - We're looking for candidates with great people skills! - Minimum 6 months of customer service experience, contact center experience or similar. - Excellent customer service skills: You must exhibit empathy, courtesy, kindness, efficiency, confidence and helpfulness. - Displays excellent time management and takes pride in a job well done. - Excellent typing skills and adaptable in navigating online tools and systems. - Excellent written & verbal communication skills: have a strong command of grammar and spelling. - Excellent Communication Skills: Ability to articulate persuasively over the phone to engage potential customers. - Strong critical thinker and adept at problem-solving. - Interpersonal skills: Remains open to others' ideas and exhibits willingness to try new things. - Resilience and Persistence: Willingness to face rejection and persistently pursue leads. - Prior experience in sales over the phone, preferably in cold calling. - Ability to take ownership and solve problems - Available full-time (40 hours / week). - Fluency in English - Eligible to work in Poland, we will not support relocation for this position. Compensation & Benefits: At Taskrabbit, our approach to compensation is designed to be competitive, transparent, and equitable. Total compensation consists of base pay + benefits + perks. The annual gross pay for this position is 78,000 PLN. This is the base pay only, and does not include any other total cash compensation amounts, such as company bonus or benefits. 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 qualified applicants with criminal histories in a manner consistent with applicable law. Taskrabbit will never use text or chat applications to conduct interviews. We have a thoughtful and interactive interview process that includes an initial recruiter phone screen and several video-based interviews with our hiring teams. Communications will always be conducted by taskrabbit.com domain names.

• Responsible for leading a team of support specialists dedicated to providing world-class customer service to Higher Logic’s customers. • Overseeing all core people leadership functions including hiring, training, mentoring, and performance management. • Implements customer-centric processes and systems to enhance the team’s productivity and performance. • Foster strong peer-to-peer relationships and collaborate across the Customer Experience team and the company overall.