Customer Support Tools & Systems Specialist

About Taskrabbit

Taskrabbit is a marketplace platform that connects people with Taskers to handle everyday home to‑do’s such as furniture assembly, handyman work, moving help, and more.

About the Role

Technology is at the heart of how we deliver great customer experiences. We’re looking for a Customer Service Tools & Systems 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. This role operates on a hybrid schedule requiring two days in‑office per week in our London (Soho) office.

Responsibilities

• Support the configuration, maintenance, and optimization of our customer service systems, helping ensure that our tools run efficiently and support both customers and agents.
• 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.

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.

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.
• The Perks. Taskrabbit offers employer‑paid health insurance and a 401k match with immediate vesting for US employees. We offer generous and flexible time off, 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

Taskrabbit is an equal opportunity employer and values diversity. We are an inclusive community where all who share our mission and values belong. 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. We provide reasonable accommodation to applicants with physical and mental disabilities. We consider qualified applicants with criminal histories in a manner consistent with applicable law. Taskrabbit will never use text or chat applications to conduct interviews. We conduct an initial recruiter phone screen followed by video‑based interviews. Communications will always be conducted by taskrabbit.com domain names.