Triager

About TaskUs: TaskUs is a provider of outsourced digital services and next-generation customer experience to fast-growing technology companies, helping its clients represent, protect and grow their brands. Leveraging a cloud-based infrastructure, TaskUs serves clients in the fastest-growing sectors, including social media, e-commerce, gaming, streaming media, food delivery, ride-sharing, HiTech, FinTech, and HealthTech. 

The People First culture at TaskUs has enabled the company to expand its workforce to approximately 45,000 employees globally. Presently, we have a presence in twenty-three locations across twelve countries, which include the Philippines, India, and the United States.

It started with one ridiculously good idea to create a different breed of Business Processing Outsourcing (BPO)! We at TaskUs understand that achieving growth for our partners requires a culture of constant motion, exploring new technologies, being ready to handle any challenge at a moment’s notice, and mastering consistency in an ever-changing world.

What We Offer: At TaskUs, we prioritize our employees' well-being by offering competitive industry salaries and comprehensive benefits packages. Our commitment to a People First culture is reflected in the various departments we have established, including Total Rewards, Wellness, HR, and Diversity. We take pride in our inclusive environment and positive impact on the community. Moreover, we actively encourage internal mobility and professional growth at all stages of an employee's career within TaskUs. Join our team today and experience firsthand our dedication to supporting People First.

So, what does a TaskUs Triager really do? Think of yourself as an Architect for TaskUs clients, helping to plan and ultimately lay the foundation for awesome customer experiences. Imagine yourself going to work with one thing on your mind: Navigating complex technical landscapes and prioritizing support needs to power some of the world’s most disruptive companies. Your role was designed to map requirements, triage incoming tickets, and successfully execute prioritization strategies.

You like being part of a team that delivers excellence. You enjoy partnering with clients to understand their business needs, serving as the bridge between their requirements and our internal teams. You are the connective tissue between Training & Design, Technical Writing, and Engineering, ensuring that ticket insights translate into better documentation and enhanced team readiness. You care deeply about the overall business and look for ways to add value. You’re empathetic and know how to communicate effectively across a variety of audiences, from high-level stakeholders to technical specialists. You manage yourself and your time well and like being held accountable for your results. You’re able to balance customers’ needs against operational targets and are comfortable reprioritizing work to meet moving targets.
 

Key Responsibilities

• Triage & Prioritization: Expertly evaluate incoming tickets and requests, assessing business impact and technical urgency to ensure the most critical tasks are addressed first.

• Strategic Change Management: Act as a gatekeeper for process changes, ensuring that any updates to technical workflows are communicated clearly to stakeholders and implemented without disrupting operations.

• Project Management & Execution: Lead and support projects of moderate to high complexity, managing timelines and resources to ensure technical solutions are delivered on schedule.

• Cross-Functional Orchestration: Manage relationships with Training & Design, Technical Writing, and Engineering teams to ensure that ticket trends are translated into updated training modules and documentation.

• Client Relationship Management: Serve as a primary client-facing contact, translating complex business requirements into actionable technical tasks and providing updates on ticket status and prioritization.

• Process Innovation: Identify bottlenecks in the support lifecycle and develop innovative solutions to improve triaging efficiency, maintenance tools, and general team practices.

• Agile Adaptability: Manage multiple, competing priorities in a constantly changing environment, comfortably reprioritizing work to meet shifting client needs and operational targets.

• Audit & Effectiveness: Review and test existing workflows and published internal resources to ensure they effectively address the problems and needs identified through the triage process.

• Stakeholder Alignment: Collaborate with senior leadership and cross-functional partners to fully understand processes, draft strategy plans, and gain approval for final execution.

Qualifications Summary

You will define the strategic flow of technical support by managing ticket triage, overseeing change management initiatives, and ensuring project milestones are met. You will act as the vital link between our clients and our internal Training & Design and Technical Writing teams, ensuring that every ticket is prioritized according to business value. By collaborating with SMEs, product designers, and engineering leads, you will translate complex technical requirements into clear project roadmaps and operational guidelines that empower our support teams

Must Haves:

• Educational Background: BA/BS with a strong academic record. Degrees in Business Administration, Communications, IT Management, English, Journalism, Communications or equivalent writing degree preferred or equivalent are preferred.

• Experience in Triage & Strategy: 5+ years of experience in technical triage, content strategy, or change management within a fast-paced environment.

• Technical Field Expertise: 5+ years working in a technical field, with a deep understanding of how to break down complex technical subjects and present them in an approachable way for different audiences.

• Project Leadership: 5+ years of experience managing project teams to develop and execute assignments. You have a proven ability to hit deadlines for multiple projects simultaneously and thrive in the ambiguity of a fast-paced startup environment.

• People & Performance Management: Proven experience evaluating team performance, including conducting quarterly reviews and assessments.

• Communication Excellence: A strong command of the English language with an eye for detail and meticulous grammar. You possess excellent business acumen and the interpersonal skills necessary to manage international client relationships.

• Problem Solving & Research: Keen technical curiosity with outstanding research skills. You have a "hunger" for interesting challenges and the ability to create solutions both independently and collaboratively.

• Operational Discipline: A strong commitment to following and improving team processes and style guidelines, with the ability to self-manage day-to-day tasks with minimal guidance.

Nice to Haves:

• Technical Ecosystem Familiarity: Knowledge of web technologies, API structures, and web-based content management tools that help you better understand the technical "why" behind a ticket.

• BPO/Tech Industry Experience: Previous experience working within a technology company or a global service provider, specifically in a role that bridges the gap between technical teams and end-users.

• User Experience (UX) Mindset: A passion for creating seamless user journeys and an intuition for how ticket resolution flows impact the overall customer experience.

• Data-Driven Strategy: The ability to make triage and content strategy decisions based on credible metrics (like ticket volume, TT-Resolution, or CSAT) and the skill to communicate those choices through well-reasoned analysis to stakeholders.

• Platform Proficiency: Experience with modern project management and ticketing platforms (such as Jira, Zendesk, Asana, Smartsheet, or Salesforce Service Cloud) to optimize the triage workflow

This role will be working on 8 AM - 5 PM Pacific (California time) / 12 AM - 9AM Manila Time

How We Partner To Protect You: TaskUs will neither solicit money from you during your application process nor require any form of payment in order to proceed with your application. Kindly ensure that you are always in communication with only authorized recruiters of TaskUs.

DEI: In TaskUs we believe that innovation and higher performance are brought by people from all walks of life. We welcome applicants of different backgrounds, demographics, and circumstances. Inclusive and equitable practices are our responsibility as a business. TaskUs is committed to providing equal access to opportunities. If you need reasonable accommodations in any part of the hiring process, please let us know.

We invite you to explore all TaskUs career opportunities and apply through the provided URL https://www.taskus.com/careers/.