Operations Support Specialist

Operations Support Specialist

Airtasker is a fast growing online and mobile marketplace for local services and temporary labour. We're revolutionising the way people and businesses get more done by connecting real time labour requirements with one of the world's most under utilised assets - people power.

After recently raising $22M in funding lead by Seven West Media, we are continuing our rapid growth trajectory. Airtasker is looking for a switched-on Operations Support Specialist who would thrive in a fast moving entrepreneurial environment.

This role includes a blend of customer-facing activities combined with hands-on involvement in delivering exceptional service and support to Airtasker marketplace users, including providing consultative, expert knowledge level 2 support for ecosystem partners. The successful candidate will need to bring robust customer service skills and experience coupled with a strong understanding of service delivery operations.

The role may also provide valuable learning and career advancement opportunities in an accelerated growth technology startup through working closely with senior management and cross-functional teams across the business.

Skills and Experience we are looking for

• Ideally 2 years learnings from similar roles in a fast growing business. Graduates with exceptional academic records and demonstrated strong interest in technology startups are also welcome. We also welcome candidates who have worked in a larger corporate for 2-3 years in a hands-on customer facing service operations role and looking to join a fast moving entrepreneurial startup to evolve their career.
• You are a skilled problem solver that can think on their feet and systematically untangle difficult situations.
• You are a naturally empathetic and articulate communicator
• You care deeply, genuinely and passionately about customer service and about the role it plays in making a customer-centric team successful.
• You are skilled at explaining technical problems succinctly and clearly.
• You have very strong attention to detail in listening and reading.

Responsibilities:

• Provide thoughtful, personalised communication to Airtasker users via phone, chat, email and social media.
• Focus on service delivery excellence to all Airtasker users
• Conduct conversations with customers to troubleshoot and understand the issue
• Address customer issues promptly and accurately by responding and resolving within SLA
• Engage appropriate teams where necessary to prioritize service requests and as part of escalations for further investigations and closure.
• Coordinate escalations and lead communications in critical issue scenarios in a prompt and clear professional manner
• Perform testing for features where required to ensure that new releases will be implemented smoothly and not lead to production issues
• Proactively analyse system performance to preemptively address faults
• Evaluate current operational processes and recommend improvements.
• Compile and review operational, procedural and technical documentation for colleagues as required.