Sr. Supervisor, Customer Support Quality

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 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.