Trust & Safety Supervisor, Emergency Response Team

| Seattle
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.
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 Rover.com 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
  • A knowledge specialist in either Animal Health,Emergency Response, or Legal
  • Support customers via phone and email channels
  • Provide guidance in complex, fast-paced situations to resolve urgent customer logistical concerns
  • 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
  • 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
  • Prior experience with managing internal and remote employees
  • Supervisory experience in contact center operations
  • Previously used Rover.com 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
  • Experience with G Suite applications(Documents, Sheets, etc.)
  • Emergency Management experience
  • Legal experience
  • Public relations/communication experience
  • Love dogs and technology
  • Bilingual Preferred (French and/or German)

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!)

Rover embraces diversity and opposes discrimination.
This position is based at Rover HQ in Downtown Seattle.
Candidates must be eligible to work in the US.

Read Full Job Description

Location

2101 4th Avenue, Seattle, WA 98121

What are Rover Perks + Benefits

Rover Benefits Overview

Working at Rover has a lot of benefits—and office puppies are just the start. From our home in the heart of downtown Seattle, we’ve built a close-knit team of developers, analysts, marketers, and customer support representatives, and we’re committed to growth, health, and joy across our community.

Dogs
We’ll provide $1000 to help you adopt or foster a dog. And whenever you need to get away, we’ll help cover your dog’s staycation with a Rover sitter.

Health & Welfare
Taking care of yourself and your health comes first. We offer a competitive benefits package that includes medical, dental, vision, life insurance & disability coverage.

Time Off
Family and life events will always trump business. We offer 4 weeks of paid time off annually, as well as 10 paid holidays.

Compensation
We offer competitive compensation as well as stock options, 401K, holiday pay, and pet assistance funds.

Parental Leave
Work shouldn't get in the way of life. That's why we offer 10 weeks of paid parental leave with up to an additional 8 weeks of short term disability pay (60%) to birth mothers.

Treats
Enjoy stocked fridges, coffee, soda, and lots of treats (for humans and dogs). We offer a company lunch two times a month for all employees.

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Highly diverse management team
Unconscious bias training
Diversity manifesto
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Happy Hours
Pet Friendly
Acme Co.'s pet policy is dog friendly daily, cat friendly daily.

Additional Perks + Benefits

We host a wide variety of events including happy hours, ski trips, art classes, wine tastings and more. Whatever your passion, you’ll find like-minded friends at Rover.

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