Oh Snap!
This job is no longer active - but you can still view the details below.

Trust & Safety Supervisor, Incident Management 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:
The Trust & Safety team is responsible for supporting Rover's reputation by providing excellent customer care through prevention and problem resolution. Through incident investigation, claims management, education, and enforcement ofRover.com terms and conditions, the Trust & Safety team investigates and resolves situations that may negatively impact the customer experience or compromise the safety of the platform. We work with business groups to recommend process and policy changes that improve the customer experience.
About The Incident Management Team:
Members of the Incident Management Team investigate Safety Incidents or threats holistically to ensure continued animal and user safety on the platform; providing support after a difficult situation. Through case building for Rover Guarantee Claims and User Action, they utilize data and user relations to drive incident prevention.

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
  • Investigate complex incidents with due diligence
  • Deliver exceptional customer support through multiple contact channels, including e-mail, chat, and phone
  • Provide de-escalation and empathy during sensitive situations
  • Empower and provide guidance to agents to creatively problem solve
  • Work with 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 – be ready to make a meaningful contribution to the team from day one
  • Demonstrate the ability to manage a team to meet tight deadlines & adapt quickly to last minute changes
  • Exceptional problem solving, critical thinking, and customer service skills
  • Excellent interpersonal communication skills
  • Ability to instill critical, autonomous thinking to your team
  • Ability to analyze data for patterns
  • Ability to learn and adapt to new technologies
  • Strong data query, analytic and modeling skills
  • Strong organizational and process management skills
  • 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 Rover.com as a pet parent or dog sitter/walker
  • Experience with startups or fast-paced growth companies
  • Animal health or training experience
  • Public relations/communication experience
  • Love dogs and technology

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

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.

More Jobs at Rover46 open jobs
All Jobs
Finance
Data + Analytics
Design + UX
Dev + Engineer
HR
Marketing
Operations
Product
Sales
Finance
new
Seattle
Data + Analytics
new
Seattle
Marketing
new
Seattle
Data + Analytics
new
Seattle
Marketing
new
Seattle
Operations
new
Seattle
Data + Analytics
new
Seattle
Operations
new
Seattle
Operations
new
Seattle
Developer
new
Seattle
Design + UX
new
Seattle
Developer
new
Seattle
Design + UX
new
Seattle
Finance
new
Seattle
HR
new
Seattle
Developer
new
Seattle
Data + Analytics
new
Seattle
Operations
new
Seattle