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

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 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.

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 incident investigation, claims management, analysis, education and enforcement of terms and conditions. We work with business groups to recommend process and policy changes that improve the customer experience.

Your Responsibilities:

    • 3+ years of direct management of a team of people
    • 2+ years experience in customer support and/or contact center operations
    • Motivate, coach, and develop 8-10 Trust & Safety agents
    • Bilingual Preferred (French and/or German)
    • A knowledge specialist in either Animal Health, Insurance, or Legal
    • Investigate complex claims with due diligence
    • Support customers via phone and email channels
    • Provide de-escalation and empathy during sensitive situations
    • Empower and provide guidance to agents to solve problems
    • Work with the Trust and Safety Management to suggest policy improvements and increase operational effectiveness
    • Empower and provide guidance to agents to assist with complex problem solving
    • Create reports and analysis to answer business questions and drive efficiency
    • Recognize online and offline risks by performing account investigations and mitigating losses by preventing unwanted activity on the site
    • Idea-driven, confident and articulate – ready to make a meaningful contribution to the team from day one
    • Demonstrated ability to manage staff to meet deadlines, complete important time sensitive tasks & adapt quickly to last minute changes
    • Excellent problem solving, critical thinking and customer service skills
    • Excellent communication skills including ability to write and develop customer responses
    • Ability to instill critical thinking to your team
    • Ability to analyze data for patterns
    • Ability to learn and adapt to new technologies
    • Has strong data query, analytic and modeling skills
    • Strong organizational and process management skills
    • Strong written, interpersonal communication skills
    • Solid judgment and a strong moral compass
    • Experience with presenting data via spreadsheets, charts, and graphs
    • Experience with Zendesk, Talkdesk or similar tools
    • Strong hiring skills
    • Ability to work weekends, holidays and be available to assist during off hours

Bonus Skills:

    • Bachelor's degree or equivalent experience
    • Supervisory experience in claim investigation
    • Previously used as a pet parent or dog sitter/walker
    • Experience with startups or fast paced growth companies
    • Animal Health and Wellness experience
    • Animal training experience
    • Insurance experience
    • Legal experience
    • Public relations/communication experience
    • Love dogs and technology

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