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Trust & Safety Agent (Seattle)

| Seattle
Who we are:
Rover.com 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.
We're headquartered in downtown Seattle. We're an agile, fast-growing startup, and our leadership comes from some of the country's most respected tech companies. We've been named among Seattle's "Best Places to Work" in Seattle Met magazine, Seattle Business Magazine, and the Puget Sound Business Journal." We're also a recipient of Seattle Business Magazine's 2015 Tech Impact Awards. 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. We are growing rapidly, which means enormous growth opportunities for everyone who comes on board. Rover is a place for driven and talented people to take ownership of initiatives and show what they can do; you won't have a better opportunity to shine than here at Rover.com.
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. We work with business groups to recommend process and policy changes that improve the customer experience. 

Your Responsibilities:

  • Be a customer advocate every day
  • Support customers via phone and email channels
  • Provide de-escalation and empathy during sensitive or demanding situations
  • Demonstrate outstanding attention to detail, ownership, and follow-through
  • Problem solve complex situations
  • Maintaining high levels of confidentiality while performing intakes
  • Actively participate in team activities/meetings by generating ideas and offering solutions to problems faced
  • Actively celebrate success and kudos as well as provide peer to peer feedback
  • Work with Management to suggest policy improvements and tools
  • Work with Management to proactively recognize risks by communicating trends and inefficiencies that negatively impact the business
  • Work with Management to meet or exceed KPI’s and metrics
  • Clear communication (cross departmentally, cross locationally & across different communication platforms
  • Educating users on how to maintain safety and security, while using Rover responsibly
  • Actively participate in team activities/meetings by generating ideas and offering solutions to problems faced.
  • Willing to work both weekend days and be comfortable with a flexible schedule
  • Able to identify and communicate High Crisis / risks to the proper departments

Your Qualifications:

  • 1-3 years of Customer Service or Claim industry experience
  • Able to quickly evaluate a situation to provide support and de-escalation tactics
  • Ability to communicate effectively and manage escalated conversations both with owner and sitter community, as well as outside parties such as vet clinics and boarding facilities.
  • Exceptional written(email) communication skills
  • Exceptional verbal(phone) communication skills
  • Detail Oriented - you do your due diligence when completing an investigation
  • Ability to learn and adapt to new technologies
  • Ability to analyze data for patterns
  • Ability to thrive in fast paced, rapidly changing ambiguous environment
  • Solid judgment and a strong moral compass
  • Excellent problem solving, case management, critical thinking and customer service skills
  • Idea-driven, confident and articulate – ready to make a meaningful contribution to the team from day one
  • Great interpersonal skills
  • A commitment to continuously learn and improve
  • Proactive highly motivated, self starter
  • Punctual and able to follow scheduled breaks & lunches as dictated by business needs
  • Experience with phone software
  • Experience with CRM & ticketing tools (Zendesk or similar)
  • Experience with chat technology

You Bring:

  • Passion for dispute or call resolution
  • Determination to do what is best for the customer
  • Calm demeanor and empathy
  • Ability to work through complex situations with minimal supervision
  • Ability to multitask while maintaining strong ownership
  • Ability to view all sides and perspectives of a situation
  • Neutrality 
  • 1-3 years of experience in or customer care / relations
  • Love dogs and technology
  • Willingness to support teammates as business dictates

Bonus Skills:

  • Bachelor’s Degree or equal experience
  • 1-3 years of supervisory experience in claim investigation or customer experience
  • UsedRover.com as an owner or a sitter
  • Experience providing phone, email, and chat support
  • Experience in an Escalations or Retentions call center environmentAnimal Health and Wellness experience
  • Animal Training experience
  • Professional education in Animal behavior or Animal Sciences
  • Public relations/communication experience
  • Additional Insurance, Legal, and/or Vet Tech experience
  • Experience in educating others on how to maintain safety and security

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

Candidates must be eligible to work in the US.
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.

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Technology we use

  • Engineering
    • JavascriptLanguages
    • KotlinLanguages
    • PythonLanguages
    • SqlLanguages
    • SwiftLanguages
    • ReactLibraries
    • ReduxLibraries
    • DjangoFrameworks
    • MySQLDatabases
    • PostgreSQLDatabases

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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