Rover.com connects pet parents with the world’s largest network of pet sitters and dog walkers. On Rover, pet parents can easily discover, book, and manage personalized care for their dogs including pet sitting, dog walking, and doggy day care. Founded in 2011 on the belief that everyone should have the opportunity to experience the unconditional love of a dog, Rover improves and simplifies life for pet parents and the dogs they love.

Our global headquarters are in Seattle, Washington in the United States, working closely with our teams in Spokane, London, and Barcelona. We have a track record of being recognized as a great place to work, having been named among Seattle's 'Best Places to Work' in Seattle Business Magazine and the Puget Sound Business Journal for three years running. We're an agile, fast-growing company, and our leadership comes from some of the world's most respected tech companies. Our pioneering approach to people and pups alike landed us on the list of GeekWire’s Next Tech Titan in 2019 and the World's Most Innovative Companies in 2018 by Fast Company. Needless to say (but we're going to say it anyway)—we love dogs, and we wouldn't dream of going to work without them by our sides.

Rover’s Trust & Safety Team is responsible for supporting Rover's reputation by providing excellent customer care through the prevention and resolution of issues that pose a risk to the company. The Trust & Safety team resolves any possible risk to customers or anything that negatively impacts the customer experience through incident investigation, analysis, and enforcement of Rover.com terms and conditions. We work with business groups to recommend process and policy changes that improve the customer experience and safety of our marketplace.

Who we’re looking for:

As an Operations Agent, you treat customers as part of our community, because we are all passionate about the same thing. You never settle for good enough and always go above and beyond for a customer. You take the initiative to improve yourself and Rover. You bring your unique experiences and passions to your job every day.

To be considered for this role, you must be able to work one or both weekend days, holidays, and be comfortable with a flexible schedule.

What you bring:

Love for pets and people and a desire to keep them safe
Commitment to doing what is best for the customer and the company
Capacity to neutrally and empathetically review all sides and perspectives of a situation
Ability to multitask and crush sometimes repetitive work while maintaining strong ownership
Sound judgment, exceptional instincts, and a strong moral compass to help you solve problems quickly, sometimes with limited information
Desire to question policies to create the most efficient workflows for yourself and others
An analytical mind and calm demeanor that recognizes trends and patterns in everyday work
A commitment to continuous learning, growth, and improvement -- for yourself and others
Comfort with a fast-paced, rapidly changing, and often ambiguous environment
A tech-savvy, data-driven decision-making process
Determination and a strong work ethic
Excitement to make a meaningful contribution to the team from day one!

Your Responsibilities:

Be an unwavering customer advocate with a commitment to offering World Class Customer Service
Prioritize and multitask inbound customer contacts by phone, email, and/or chat
Manage a large volume of dynamic customer contacts with attention to detail, ownership, and follow through
Educate users on how to maintain safety and security while being a responsible member of the Rover community
Handle escalated customer contacts with coaching and confidently escalate concerns to your leader when appropriate
Thoughtfully, decisively, and neutrally investigate account incidents with low to medium complexity and potentially high sensitivity, maintaining customer satisfaction and Rover’s Brand image
Understand and meet expected personal metrics such as: Time to Answer, Time to Resolution, Customer Satisfaction Rating, and more
Actively participate in team activities and meetings
Own your mistakes and incorporate feedback and coaching in order to improve
Provide de-escalation and empathy during sensitive situations

Your Qualifications:

Customer Service experience, or equivalent education or certification
Strong verbal and written communication skills

Bonus Qualifications:

Fluency in Spanish
Bachelor’s Degree or equal experience
Used Rover as an owner or a sitter
Experience working with CRM tools and/or ZenDesk
Experience providing phone, email, and/or chat support
Demonstrated knowledge of Google Docs/Sheets or similar
Startup experience
Experience in a call center environment
1+ year of Veterinary, Animal Health, or Animal Training experience
Professional education in Animal Behavior or Animal Sciences

Benefits of working for Rover:

Competitive compensation
401k Match
Stock options
Flexible 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 semi-monthly (currently on hold due to Covid19)
Regular team activities, including happy hours, snow tubing, game nights, and more (currently performed virtually due to Covid19)
Due to COVID-19, Rover Employees are not required to be in office until October 2021 at the earliest. All new hires will be expected to work from Seattle/ Spokane/ Barcelona once Rover Employees return to office.

Rover is an equal opportunity employer committed to promoting a diverse, inclusive and inventive environment with the best employees. We’re driven by seeing our people succeed and grow, and we work to ensure everyone contributes to their fullest potential. We consider all qualified applicants without regard to age, race, color, ancestry, national origin, religion, disability, protected veteran status, sex, gender identity or expression, sexual orientation, or any other protected status in accordance with applicable laws, regulations and ordinances.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

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