Summary:
Rover’s European Trust and Safety team is responsible for supporting Rover's reputation by providing excellent customer care through problem resolution of issues that pose the greatest risk to the company in our most challenging and sensitive situations for our entire European operation. As a Trust and Safety Agent, you will be responsible for supporting users with specialty Trust and Safety casework, investigating complex animal and person related safety incidents, and providing objective assessments and guidance on remediation. You will work as the front-line on issues that are integral to Rover’s mission and longevity by ensuring our marketplace standards and policies are upheld.
Who we're looking for:
You'll succeed in this role if you lean into hard conversations, have experience in de-escalation, and have a passion for getting the right solutions for both the customer and the company. You must be impartial, empathetic, and able to resolve issues in the best interest of our users, platform, and brand image. Your ability to identify between what is critical and what is secondary will aid you in being effective in this role.
In this role you will treat customers as part of our community. You never settle for good enough and strive to deliver above the minimum. You take the initiative to improve yourself and Rover. You bring your unique experiences and passions to your job every day.
The nature of this role may require working outside of normal business hours and on weekends/holidays to ensure adequate escalation coverage.
Your Responsibilities:
Effectively prioritize competing high priority internal and external customer demands
Manage a large volume of high severity, dynamic customer contacts with attention to detail, ownership, and follow-through
Educate users on how to maintain safety and security while being responsible members of the Rover community
Handle escalated customer contacts and appropriately escalate concerns to your leader when appropriate
Thoughtfully, decisively, and neutrally investigate Trust & Safety cases with high complexity and high sensitivity, maintaining customer satisfaction and Rover's Brand image
Exhibit the ability to make quick and accurate decisions under pressure
Consistently remain empathetic, and compassionate in high stakes emergency situations, and guide customers to efficient solutions. You remain level headed, not getting shaken by difficult or complex situations
Generate and respond to support calls, emails, and SMS messages in support of resolving active customer incidents (e.g., emergency pet care) while quickly assessing and routing incidents to the appropriate department.
Work with teammates and leadership across multiple locations to identify and scope risks related to customer experience, policy, tooling, and workflow improvements
Own decisions in holistic safety reviews where users may be removed from the platform for not following Rover Community Guidelines, Policies, or Terms of Service
Maintain high levels of confidentiality
Investigate complex veterinary claims with due diligence, including assessing eligibility of gray area claims.
Effectively deliver on other projects/duties as assigned by business management
Your Qualifications:
2+ years of Trust and Safety or similar safety related experience
1+ years of experience in customer facing roles requiring de-escalation of intense customer concerns or crisis response
Strong verbal and written English communication skills
High school diploma or equivalent
Able to quickly take accurate typed notes while talking to members of the Rover community.
Familiarity with web based applications such as ZenDesk, GSuite, CRM tools, and Telephony software.
Fluency in French
Preferred Qualifications:
Bachelor’s Degree in a related field or equivalent
Used Rover as an owner or a sitter
Experience in digital marketplaces (Rover, Airbnb, Uber, etc)
1+ years of experience in the Veterinary or Animal Health Clinic/Industry, or related field
1+ years experience in public relations/communication, Social media monitoring and response
Fluency in other European languages
Benefits of Working at Rover.com:
Competitive compensation
401k match
Long-term incentive plan with a company performance-based cash payout
4 weeks PTO
Competitive benefits package, including medical, dental, and vision insurance
Commuter benefits
Bring your dog to work (and unlimited puppy time)
Pet benefits, including $1000 toward adopting your first dog or cat
Stocked fridges, coffee, soda, and lots of treats (for humans and dogs) and free catered lunches monthly
Regular team activities performed in-person and virtually
Compensation:
In Spain the first-year salary range is €35,405 - €42,915. Additionally, Rover offers a long-term incentive plan with a company performance-based cash payout and benefits to full-time employees.
The cash compensation offered for this role will be dependent on the candidate's experience, qualifications, skills, and abilities as demonstrated in the interview and hiring process.
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.
