About The Role

Who we are

At Rover, pets and their people are at the heart of everything we do. We connect pet parents with trusted pet care across the U.S., Canada, Europe, and Australia.

Headquartered in Seattle and Barcelona, we’re a values driven, fast-growing tech company focused on building safe and personalized experiences tailored to the needs of each unique pet. We’re investing in AI as a business accelerator and provide every team member access to AI tools in service of creating better experiences for our community.

We are proud to be recognized as a great place to work, having been named among the 100 Best Companies to Work For in Seattle Business Magazine and Washington’s Best Workplaces in the Puget Sound Business Journal. At Rover we’re committed to creating an accessible, inclusive, and welcoming community, which starts with our employees.

Want to make an impact? Join our pack and come work (and play!) with us.

Your Responsibilities

Effectively prioritize competing high priority internal and external customer demands
Manage a large volume of high severity, dynamic customer contacts with attention to detail, ownership, and follow-through
Educate users on how to maintain safety and security while being responsible members of the Rover community
Handle escalated customer contacts and appropriately escalate concerns to your leader when appropriate
Thoughtfully, decisively, and neutrally investigate Trust & Safety cases with high complexity and high sensitivity, maintaining customer satisfaction and Rover's Brand image
Exhibit the ability to make quick and accurate decisions under pressure
Consistently remain empathetic, and compassionate in high stakes emergency situations, and guide customers to efficient solutions. You remain level headed, not getting shaken by difficult or complex situations
Generate and respond to support calls, emails, and SMS messages in support of resolving active customer incidents (e.g., emergency pet care) while quickly assessing and routing incidents to the appropriate department.
Work with teammates and leadership across multiple locations to identify and scope risks related to customer experience, policy, tooling, and workflow improvements
Own decisions in holistic safety reviews where users may be removed from the platform for not following Rover Community Guidelines, Policies, or Terms of Service
Maintain high levels of confidentiality
Investigate complex veterinary claims with due diligence, including assessing eligibility of gray area claims.
Effectively deliver on other projects/duties as assigned by business management

Your Qualifications

2+ years of Trust and Safety or similar safety related experience
1+ years of experience in customer facing roles requiring de-escalation of intense customer concerns or crisis response
Strong verbal and written English communication skills
High school diploma or equivalent
Able to quickly take accurate typed notes while talking to members of the Rover community.
Familiarity with web based applications such as ZenDesk, GSuite, CRM tools, and Telephony software.
Fluency in French

Preferred Qualifications

Bachelor’s Degree in a related field or equivalent
Used Rover as an owner or a sitter
Experience in digital marketplaces (Rover, Airbnb, Uber, etc)
1+ years of experience in the Veterinary or Animal Health Clinic/Industry, or related field
1+ years experience in public relations/communication, Social media monitoring and response
Fluency in other European languages

Benefits of Working at Rover.com

Competitive compensation

401k match

Long-term incentive plan with a company performance-based cash payout

4 weeks PTO

Competitive benefits package, including medical, dental, and vision insurance
Commuter benefits
Bring your dog to work (and unlimited puppy time)
Pet benefits, including $1000 toward adopting your first dog or cat
Stocked fridges, coffee, soda, and lots of treats (for humans and dogs) and free catered lunches monthly
Regular team activities performed in-person and virtually

Compensation

In Spain the first-year salary range is €35,405 - €42,915 . Additionally, Rover offers a long-term incentive plan with a company performance-based cash payout and benefits to full-time employees.
The cash compensation offered for this role will be dependent on the candidate's experience, qualifications, skills, and abilities as demonstrated in the interview and hiring process.