Trust & Safety Manager - Bilingual (German and/or French) (Seattle)

Seattle
Trust & Safety
Full-time
Who we are:
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 downtown Seattle, Washington in the United States, working closely with our office in Spokane, Washington, and our European offices in Berlin, London, and Barcelona. Our pioneering approach to people and pups alike landed us on the list of World's Most Innovative Companies in 2016 by Fast Company. We're an agile, fast-growing company, and our leadership comes from some of the world's most respected tech companies. We've been named among Seattle's 'Best Places to Work' in Seattle Business Magazine and the Puget Sound Business Journal for three years running. 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:
Rover’s Trust & Safety team is responsible for providing excellent customer care through the prevention and resolution of safety issues while balancing and mitigating risk to the company and our customers. We aim to provide expedient and thoughtful resolution through investigation, analysis, and enforcement of Rover.com’s Terms of Service. The Trust & Safety team works with cross-functional stakeholders to recommend process and policy changes that promote the safety of the Rover experience as well as overall customer satisfaction.

In this role, you’ll lead and inspire agents to exceed service level and performance goals, drive scale in a hyper-growth environment, and leverage data within daily functions. You will provide support for Trust & Safety core enforcement issues as well as providing supplemental support to our international team, serving as a point of contact for bilingual agents in Seattle for language and policy enforcement. This individual exemplifies Rover values, thrives in a fast-paced environment, and is a positive team player.

Your Responsibilities:

    • Lead and inspire a team of front-line agents that solves problems experienced by customers during stays
    • Serve as a Trust & Safety point of contact for international team stakeholders
    • In partnership with department leadership, set and communicate team goals and metrics around KPIs like agent working time, cost per claim, and customer satisfaction and ensure those targets are achieved
    • Optimize workflow processes to enable the team to scale efficiently as Rover grows
    • Utilizes data to derive actionable insights that improve customer experience and drive team performance
    • Drive team development and morale, both in-office and with remote team members
    • Mitigate high crisis incidents that pose a risk to company brand through de-escalation tactics
    • In partnership with the department leadership and management team, assess team performance, employee morale and well-being, compensation needs, career development, and leadership development
    • Measures and reports on the business metric impact of safety products/services/programs to team leadership and key organizational stakeholders
    • Demonstrate outstanding attention to detail, ownership, and follow-through
    • Work with distributed teams/leaders to ensure consistent and quality policy enforcement and issue resolution
    • Providing clear and concise responses to time-sensitive matters
    • Clear communication with distributed teams on shared issues and projects
    • Maintain confidentiality and good judgment surrounding sensitive information and data
    • Maintain professionalism and calm demeanor while balancing expediency
    • Communicate effectively and manage escalated conversations in a professional manner between customers and third parties
    • Must work weekends and be comfortable with a flexible schedule while the European market grows

Your Qualifications:

    • 5+ years of people management experience
    • Prior experience with CRM tool, such as Zendesk, Talkdesk, or similar
    • Prior experience with managing internal and remote employees
    • Experience driving capacity planning, workforce management, and contact center scheduling
    • Demonstrated history of making critical judgment calls based on complex information and difficult tradeoffs
    • Strong data analysis with the ability to present data and make recommendations to influence the organization to key outcomes
    • Proven organizational, detail orientation and time management skills required
    • Reputation for being a good leader and strategic partner to clients
    • Strong written and oral communication skills
    •  Able to handle confidential information in a mature and professional manner
    • Ability to manage multiple projects to closure
    • Basic knowledge of SQL or willingness to learn
    • Excellent negotiation and influence skills
    • Action-oriented with demonstrated ability to build cross-organizational relationships, and influence internal stakeholders to align on a vision and strategic initiatives
    • Ability to leverage customer feedback, research data, and business metrics to evaluate current products/programs and continuously champion improvement
    • Native or Full professional fluency in French and/or German is required
    • Great interpersonal skills
    • Flexible in a dynamic environment with the ability to pivot accordingly to ensure team efficiency and deliverables are met
    • Adept at multitasking while maintaining strong ownership
    • Passion and enthusiasm for Rover
    • Passion for marketplace safety
    • Strategic and critical thinker with strong problem-solving skills

Your Bonus Skills:

    • Worked in the vet tech industry and/or experience in dog behaviors, including aggressive triggers
    • Prior Trust & Safety experience and/or experience in web or mobile marketplace
    • Previously used Rover.com as a pet parent or dog sitter/walker
    • Experience with startups or fast-paced growth companies

Benefits of Working at Rover.com:

    • 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
    • 50 free dog walks a year (Seattle only - for now!)