Trust & Safety Agent - Bilingual: Canadian French (Remote)

Spokane
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 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 Rover.com terms and conditions. In addition, we support general App and Site support to customers in need.  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
    • Demonstrate outstanding attention to detail, ownership, and follow-through
    • Expediently investigate and provide safety resolutions for customer concerns and incidents
    • Educate users on how to maintain safety and security while using Rover responsibly
    • Provide customer support via phone and email
    • De-escalate high touch and/or sensitive safety situations with empathy and action-oriented support
    • Problem solve complex situations
    • Work with distributed teams/leaders to ensure consistent and quality policy enforcement and issue resolution
    • Providing clear and concise responses to time-sensitive matters
    • Provide suggestions for policy and tool improvements
    • Clear communication with distributed teams on shared issues and projects
    • Willing to work weekends, holidays and be comfortable with a flexible schedule
    • Maintain confidentiality and good judgement 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 Canadian Market grows

Your Qualifications:

    • Native or Full professional fluency in Quebec French is required
    • Prior experience in customer experience role 
    • Ability to manage time and prioritize effectively
    • Exceptional communication (phone) and writing (email) skills 
    • Great interpersonal skills
    • Flexible in a dynamic environment with ability to pivot accordingly to ensure team efficiency and deliverables are met
    • You embrace change
    • 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
    • Self-motivated team player ready to make a meaningful contribution to the team from day one

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
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.