Remote Overnight Trust & Safety Agent (Seattle)

Trust & Safety
Who we are: 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, Berlin, 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.

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. 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 prevention and problem resolution of issues that pose a risk to the company. The Trust & Safety team also resolves any possible risk to customers or anything that could negatively impact the customer experience through initial 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. 

***This role is completely remote but must be able to travel to the office within short notice

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
    • Demonstrate outstanding attention to detail, ownership, and follow-through
    • Problem solve complex situations
    • Maintaining high levels of confidentiality while performing intakes
    • 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 Management to suggest policy improvements and tools
    • Work with Management to proactively recognize risks by communicating trends and inefficiencies that negatively impact the business
    • Work with Management to meet or exceed KPI’s and metrics
    • Clear communication (cross departmentally, cross locationally & across different communication platforms
    • Educating users on how to maintain safety and security, while using Rover responsibly
    • Actively participate in team activities/meetings by generating ideas and offering solutions to problems faced.
    • Willing to work weekends and be comfortable with a flexible schedule
    • Able to identify and communicate High Crisis / risks to the proper departments

Your Qualifications:

    • 1-3 years of Customer Service or Claim industry experience
    • Able to quickly evaluate a situation to provide support and de-escalation tactics
    • Ability to communicate effectively and manage escalated conversations both with owner and sitter community, as well as outside parties such as vet clinics and boarding facilities.
    • Exceptional written(email) communication skills
    • Exceptional verbal(phone) communication skills
    • Detail Oriented - you do your due diligence when completing an investigation
    • Ability to learn and adapt to new technologies
    • Ability to analyze data for patterns
    • Ability to thrive in fast paced, rapidly changing ambiguous environment
    • Solid judgment and a strong moral compass
    • Excellent problem solving, case management, critical thinking and customer service skills
    • Idea-driven, confident and articulate – ready to make a meaningful contribution to the team from day one
    • Great interpersonal skills
    • 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
    • Experience with phone software
    • Experience with CRM & ticketing tools (Zendesk or similar)
    • Experience with chat technology

You Bring:

    • Passion for dispute or call resolution
    • Determination to do what is best for the customer
    • 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
    • Neutrality 
    • 1-3 years of experience in or customer care / relations
    • Love dogs and technology
    • Willingness to support teammates as business dictates

Bonus Skills:

    • Bachelor’s Degree or equal experience
    • 1-3 years of supervisory experience in claim investigation or customer experience
    • Used as an owner or a sitter
    • Experience providing phone, email, and chat support
    • Experience in an Escalations or Retentions call center environmentAnimal Health and Wellness experience
    • Animal Training experience
    • Professional education in Animal behavior or Animal Sciences
    • Public relations/communication experience
    • Additional Insurance, Legal, and/or Vet Tech experience
    • Experience in educating others on how to maintain safety and security

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 semi-monthly
    • Regular team activities, including happy hours, snow tubing, game nights, and more
Candidates must be eligible to work in the US.

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.