Customer Support Tools & Systems Specialist

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 of in‑office per week. The position can be based in either our new New York City office.

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. 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.

• Zendesk Administration Support
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  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
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  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
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  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
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  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
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  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
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  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.

• 1 year of experience in customer service, operations, or a technical support environment.
• Foundational knowledge of Zendesk or similar tools (Freshdesk, Service Now, 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…