Head of Customer Operations at Airtasker

Team, Full-time, Sydney, Australia sydney full-time
Posted 17 days ago

Airtasker is Australia’s number 1 marketplace for local services, and we’re supercharging to the next level of impact through international expansion. One of Australia’s fastest growing tech companies, our mission is to empower people to realise the full value of their skills. Our global marketplace creates jobs and earning opportunities for people all over Australia and internationally, leveraging skills that they might not have previously even known could provide them an income.  

Recently listed on the ASX, we’ve raised over $100m in growth capital and created over $1 billion in job opportunities since we started, and are looking for an exceptional person to spearhead our customer support and success strategy, as we grow rapidly and start our international growth journey.

We now need a best-in-class customer support function to achieve our vision: creating the world’s most trusted place to buy and sell local services. We have big plans to expand and innovate our marketplace operations to proactively make drive change on both sides of our marketplace, as well as building a strong feedback and iteration loop to drive customer insights into product development. We’re looking for a customer-centric leader to harness the passion and energy that our operations team share for our mission, and use that to supercharge us to the next level of growth.

Leading a function with a starting headcount of ~60 people, you will:

  • Define and deliver a best in class support experience strategy for both Customers and Taskers in a two-sided marketplace - trusted and frictionless across multiple markets
  • Build and manage a proactive operations team in different countries to identify and optimise critical marketplace processes including supply/demand matching and user on boarding
  • Work alongside Product and Marketing functions to integrate operational learnings into Airtasker’s core marketplace platform 
  • Ensure operational excellence to drive internal efficiency and productivity, as well as user satisfaction and retention  
  • Build a high performance team and culture within the Operations function across Sydney, Manila and the United States (Kansas City)
  • Drive culture and connection to our mission and users - being a passionate customer advocate for the business
  • We’re incredibly ambitious for the potential of this role. In order to succeed, we need an experienced leader who will head the Marketplace Customer Operations function and who:

  • Has a commercial mindset, with a sound understanding of business principles and customer support metrics to make fit-for-purpose decisions
  • Has exceptional problem solving skills and program management skills to stage impactful and sustainable change
  • Promotes empathy for Customers, Taskers and the user experience and a positive, growth mindset
  • Impatient for results with the ability to make pragmatic trade-offs between short and long term company objectives 
  • Leads in an inspirational and motivational manner to align teams to a shared vision
  • Knows what successful growth looks like and how to take us there
  • We’re looking for a leader who knows “how to”, because they “have done”. You will have most, if not all, of the following:

  • A strong opinion on what best-in-class customer support looks like based on previous experience
  • Experience collaborating with the product function to translate customer insights into product development
  • Worked as a leader who has been responsible for a team of 50 headcount or more
  • Managed teams serving users across international markets
  • Supported rapid growth in customer growth 
  • Strategic planning and change management expertise
  • Driven a culture of high performance 
  • What you’ll love:

  • Competitive compensation package
  • Having a real tangible impact on the way communities create and access job opportunities. 
  • 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. 
  • Airtasker credits - Whether it’s help around the home or planning your next date night, use $1000 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, Harley and Teddy!
  • At Airtasker we believe in culture add - that each person is different and has their own background, learnings and unique experiences that can add to the Airtasker cultural tapestry. We pride ourselves on our inclusive culture and encourage applications from people of all backgrounds.