Senior Team Lead at Airtasker

Team, Full-time, Sydney, Australia sydney full-time
Posted a month ago

At Airtasker, the goal of the AirSupport team is to become a high performing team where each member has the skills and tools to deliver a great customer support experience and ensure that Airtasker is a trusted marketplace.
We are looking for a Senior Team Lead who will ensure the delivery of timely and quality customer service to our users by driving high performance from their team of Customer Support Specialists and Trust and Safety Specialists. They do this by providing both people leadership and technical guidance to their team, and by fostering a culture of ownership, customer-centricity and continuous improvement. 

Who we are:

Airtasker is Australia’s no. 1 marketplace for local services. 
We’re reimagining the future of work by empowering people to realise the full value of their skills. Creating jobs isn’t just a by-product of the work we do, it’s our core purpose.  One of our most important values at Airtasker is that people matter and that every single person has unique skills. We are a global marketplace, creating jobs and helping people all around the world get more done.  
With more than $1 billion of job opportunities created through our marketplace and following a listing on the Australian Stock Exchange since last year, we’re making huge strides and we need your help to accelerate us on our mission! 

What you’ll do:

  • Manages the day to day operations of their team by tracking and driving team performance, escalating any technical or process barriers, as well as setting goals and priorities to optimise outcomes
  • Able to technically guide and coach their team members on disputes and conflict issues, and be the first point of contact for their team members seeking help on the tickets they handle. 
  • Creates an inspiring, positive environment that fosters open communication and a feedback culture by coaching and motivating team members to empower high performers, motivate high potentials and improve low performers 
  • Collaborates with key stakeholders across AirSupport to identify opportunities to streamline or simplify processes/systems, and/or enhance training and capability development, to improve the customer experience. 
  • Responsible for approving goodwill payments and keeping track of the goodwill payout budget
  • What it takes to be successful in this role:

  • Strong knowledge of customer service principles including metrics and tools with the ability to apply them proactively 
  • Strong understanding of best practice dispute and conflict resolutionAbility to provide effective people leadership to a team of varied experience levels and remits, including coaching and motivating to uplift capability
  • Ability to effectively manage the team’s capacity and prioritise individual and team objectives in line with seasonal volume 
  • Sound understanding of the services marketplace 
  • Sound understanding of the local regulatory frameworks related to consumer matters and matters specific to their team
  • Ability to analyse reporting and make data-informed solutions to uplift team performance
  • Problem solving skills - able to think commercially and exercise judgement when making decisions regarding the outcome of disputes 
  • Passionate about customer support and the importance of a quality user experienceTeam player - openly shares their learnings and collaborates to find an optimal solution
  • Results-oriented
  • Confidence working in a startup environment (ambiguous, iterative and changing)
  • What you’ll love:

  • Competitive compensation package
  • A culture of context, not control - we believe that empowering people through Airtasker starts with empowered people within Airtasker
  • Flexible workplace environment - we embrace flexible working to support different life stages and lifestyle preferences.  
  • Learning and development - as humans, we never stop growing - we believe feedback is a gift, and provide allowances to empower you to identify learning that is right for you.
  • Progressive parental leave policies - we believe that feeling supported to stay connected to both your professional and personal self when raising a family is vital in bringing your best self to work. 
  • Access to wellbeing support - We want to ensure that you have all the support you need to prioritise your mental health and wellbeing, so that you can bring your best self to work. To this end, you'll be given full access, via our EAP, to regular 1:1 counselling with mental health and wellbeing specialists.
  • Airtasker credits - Whether it’s help around the home or planning your next date night, use $1,100 worth of credits every year to help you get more done. 
  • Connection and celebration - From local “social-cell” events near your house, kids parties in the office, to mega yacht cruises on the harbour - we work hard, and celebrate connecting as people. 
  • Dog friendly office - say hello to Harvey, Bruce, and Teddy!