Customer Support Tools & Systems Specialist in London

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!

This role operates on a hybrid schedule requiring two days in-office per week in our London (Soho) office.

About the Role

Technology is at the heart of how we deliver great customer experiences. We’re looking for a Customer Service Tools & System Specialist who is eager to learn, grow, and develop expertise in the platforms that power our Customer Service organization, including Zendesk, chatbots, and other operational tools. In this role, you’ll support the configuration, maintenance, and optimization of our customer service systems, helping ensure that our tools run efficiently and support both customers and agents. You’ll collaborate with experienced team members and partners across CS, training, WFM, Product and wider Operations to implement new features, improve workflows, and build your skills in support technology. This is a developing role, ideal for someone who is building technical expertise, refining communication and collaboration skills, and passionate about improving the customer and agent experience through smarter systems and automation.

What You’ll Work On

• Zendesk Administration Support
  • Assist in managing the Zendesk platform, including configurations, automations, and workflows. Support updates to ticket forms, triggers, macros, and user permissions. Learn how to optimize routing and reporting through guided coaching and hands-on practice.
• Chatbot & Automation Support
  • Help maintain and improve chatbots and conversational AI tools that enhance the customer experience. Support testing and performance tracking, and assist in designing conversation flows that make customer interactions smoother and more efficient.
• Customer Service Tool Ecosystem
  • Support other tools within the Customer Service tech stack, including LMS, QA, and VoC platforms. Learn how to manage user access, troubleshoot minor issues, and contribute to keeping systems aligned and integrated.
• Cross-Functional Collaboration
  • Collaborate with Product, Engineering, and Operations teams to implement small updates, test new features, and troubleshoot system issues. Communicate progress and learn to present your work clearly within your team and stakeholder groups.
• Documentation & Process Improvement
  • Document configurations, workflows, and tool changes to maintain transparency and consistency. Support process improvement efforts by helping identify opportunities for automation or workflow enhancements.
• Operational Support
  • Assist in resolving basic tool-related issues for Customer Service agents. Escalate complex problems appropriately while developing troubleshooting and analytical skills through guidance and mentorship.

Your Areas of Expertise

• 1+ years of experience in customer service, operations, or a technical support environment.
• Foundational knowledge of Zendesk or similar tools (Freshdesk, ServiceNow, Salesforce Service Cloud).
• Interest in learning chatbot management, automation, and customer service system integrations.
• Familiarity with LMS, QA, or VoC tools is a plus.
• Strong attention to detail with a proactive approach to problem-solving.
• Developing communication and collaboration skills, able to share updates and ideas within your team.
• Curiosity about data, APIs, and system connectivity; open to learning basics of webhooks, scripting, or SQL.
• Self-motivated, coachable, and eager to build expertise in customer service technology.

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 £35,000-£51,000. 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 anti-racist culture actively strengthens the knowledge, understanding, and awareness of underrepresented experiences and our ongoing allyship commitment. 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.