Operations Agent Trust and Safety

Who we are: 

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

We believe everyone deserves the unconditional love of a pet—and at Rover, our mission is to make it easier to experience that love. Founded in 2011, the Rover app and website connect dog and cat parents with loving pet sitters and dog walkers in neighborhoods across the US, Canada, and Europe. We empower our community of trusted pet sitters and dog walkers to run their own pet care businesses on Rover with the tools and security of a global company to back them.

Headquartered in Seattle, Washington, we work closely with our teams in Barcelona, San Antonio, Spokane, and remote locations. We’ve got a reputation for being 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. We're an agile, fast-growing company, and our leadership comes from some of the world's most respected tech companies. 

At Rover, our furry coworkers are just as important as our human ones—and we wouldn’t have it any other way. Along with making the joys of pet parenthood more accessible, we’re committed to fostering a diverse, inclusive, and welcoming community of pet people—and that starts with our employees.

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.

Summary:

As a Trust & Safety Agent, you will work as the front-line support, assisting customers with highly escalated & emergency issues related to pet & Rover community safety. This work is integral to Rover’s mission and longevity, by ensuring our marketplace standards and policies are upheld. 

Your work will help resolve critical issues and support our users through multiple work streams including: inbound/outbound calls, and email.

Who we’re looking for: 

You will 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. 

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To be eligible for this role you must be:

• Able to work evenings, weekends and holidays. 
• Reside in one of the following Rover remote eligible locations of: FL, GA, ID, NC, TX, WA or MI.
• Able to work 40 hours per week during the peak business periods surrounding the following Holidays (New Year’s, Memorial Day, Independence Day, Labor Day, Thanksgiving and Christmas)
• You must be able to start on April 22nd, 2024 and be present for the entire paid training period from April 22nd- May 15th, 2024. 

Your Responsibilities:

• Provide inbound and/or outbound phone-based customer service for users in crisis. 
• De-escalate and educate callers, through clear and accurate exchange of information that leads to a successful resolution and improved marketplace safety.
• Thoughtfully, decisively and neutrally investigate Trust and Safety cases with medium complexity and high sensitivity while maintaining customer satisfaction and Rover’s Brand image.
• The potential review of graphic and emotionally charged content and incidents involving pets, owners and sitters.
• Generate and respond to support tickets, emails, and SMS messages in support of resolving active customer incidents e.g. emergency pet care.  
• Provide peer to peer support and coaching for new hires
• Take on ad-hoc duties/projects as assigned by business management as needed.
• Gather necessary documentation to determine potential eligibility for Rover Guarantee claims.
• 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
• Understand and meet expected personal metrics such as: Time to Answer, Time to Resolution, Customer Satisfaction Rating, and more
• Put our user's first by helping them with empathy and confidentiality in difficult situations.

Your Qualifications:

• 2+ years of experience in customer service required
• 1+ as a Customer Service Representative in a non-scripted contact center environment handling tier 2 or above contacts with de-escalations of intense customer concerns required
• 1+ years of experience working in a fast-paced, high volume and high-stress environment preferred
• 1+ years claims experience and/or working knowledge and understanding of contracts preferred
• Experience in a veterinary clinic/pet industry is preferred
• Ability to remain empathetic, and compassionate in high stakes emergency situations, and guide customers to efficient solutions. 
• Minimum of high school diploma or equivalent required. Bachelor's degree preferred. 
• Ability to establish a connection and trust over the phone, email and text platforms while empathizing with the customer and following the Trust and Safety policies and procedures. 
• Ability to work independently with limited supervision
• Experience maintaining composure in complex situations
• Ability to make quick and thoughtful decisions under pressure in an ambiguous environment
• Experience identifying root causes of customer service issues and areas of improvement while providing feedback to internal stakeholders 
• Able to quickly take accurate typed notes while talking to members of the Rover community. 
• Familiarity with web based applications such as GSuite, CRM tools, and Telephony software.
• Our equipment will require you to have a Cable, DSL, or Fiberoptic internet.  For optimal connections, a connection speed of 100 mbps is preferred

Benefits of working at Rover:

• Competitive compensation
• 401k

• 4 weeks PTO
• Competitive benefits package, including medical, dental, and vision insurance
• Commuter benefits
• Bring your dog to work (and unlimited puppy time)
• Doggy benefits, including $1000 toward adopting your first dog

• Regular team activities performed in-person and virtually

Compensation:

• In Washington State the hourly rate range for this role is $17.29 - $22.69 per hour. Additionally, Rover offers benefits to full-time employees.
• The cash compensation and level of role offered will be dependent on the candidate's experience, qualifications, skills and abilities as demonstrated in the interview and hiring process.

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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 are committed to work with you to look for 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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