Trust & Safety Specialist, Incident Management Team (Spokane)

Trust & Safety
Who we are: connects pet parents with the nation’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 daycare. 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.
We're located in downtown Spokane. We're an agile, fast-growing startup, and our leadership comes from some of the country's most respected tech companies. We've been named among Seattle's "Best Places to Work" in Seattle Met magazine, Seattle Business Magazine, and the Puget Sound Business Journal." We're also a recipient of Seattle Business Magazine's 2015 Tech Impact Awards. 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.  We are growing rapidly, which means enormous growth opportunities for everyone who comes on board. Rover is a place for driven and talented people to take ownership of initiatives and show what they can do; you won't have a better opportunity to shine than here at
Who we're looking for:
As a member of our team, 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 see your co-workers as a family, not just a team. You can get a little weird and laugh at yourself. You bring your unique experiences and passions to your job every day. You are viewed as a leader and change-maker with proactive solutions and ideas, to ensure Rover’s success.
About The Trust  Safety Team:
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 also resolves any possible risk to customers or anything that negatively impacts the customer experience through incident investigation, analysis, and enforcement of terms and conditions. We work with business groups to recommend process and policy changes that improve the customer experience and safety of our marketplace. 

Your Responsibilities:

    • Be a customer advocate every day
    • Support customers via phone and email channels
    • Provide de-escalation and empathy during sensitive or demanding situations
    • Provide impeccable expectation management in all situations
    • Demonstrate outstanding attention to detail, ownership, and follow-through
    • Problem-solve complex situations
    • Maintain high levels of confidentiality while performing investigations
    • Actively participate in team activities/meetings by generating ideas and offering solutions to problems faced
    • Actively celebrate success and kudos as well as provide peer to peer feedback
    • Work with Leadership to suggest policy improvements and tools
    • Work with Leadership to proactively recognize risks by communicating trends and inefficiencies that negatively impact the business and customer experience
    • Work with Leadership to meet or exceed KPI’s and metrics
    • Clear communication (cross-departmentally, cross locationally & across different communication platforms)
    • Educate users on how to maintain safety and security, while being a responsible member of the community

Your Qualifications:

    • 1-3 years of customer service or claims industry experience
    • Able to quickly evaluate a situation to provide support and de-escalation tactics
    • Exceptional written (email) communication skills
    • Exceptional verbal (phone) communication skills
    • Detail Oriented - ensure due diligence when completing an investigation
    • Demonstrated history of maintaining a varied and dynamic portfolio of individual customers 
    • Excellent problem solving, case management, critical thinking, and customer service skills
    • Ability to analyze data for patterns
    • Ability to thrive in fast-paced, rapidly changing, and often ambiguous environment
    • Solid judgment and a strong moral compass
    • Idea-driven, confident and articulate – ready to make a meaningful contribution to the team from day one
    • A commitment to continuously learn and improve
    • Proactive highly motivated, self-starter
    • Punctual and able to follow scheduled breaks & lunches as dictated by business needs
    • Willing to work both weekend days and be comfortable with a flexible schedule

You Bring:

    • Passion for providing World Class customer service
    • Calm demeanor and empathy
    • Ability to work through complex situations with minimal supervision
    • Ability to multitask while maintaining strong ownership
    • Ability to view all sides and perspectives of a situation
    • 1-3 years of experience in customer experience or claims industry experience
    • Love dogs and technology
    • Willingness to be flexible and support teammates as business dictates

Bonus Skills

    • Bachelor’s Degree or equal experience
    • Used as an owner or a sitter
    • Experience in a call center environment
    • Animal health or training experience
    • Additional Insurance or Legal
    • Risk management or hazard analysis experience
    • Experience with CRM & ticketing tools (Zendesk or similar)

Benefits of Working at

    • Competitive compensation 
    • 401k
    • Stock options
    • 4 weeks paid time off
    • 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
    • Stocked fridges, coffee, soda, and lots of treats (for humans and dogs)
    • Free catered lunches bi-monthly
    • Regular team activities, including happy hours, snow tubing, game nights, and more
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. If there are preparations we can make to help ensure you have a comfortable and positive interview experience, please let us know.