Customer Experience Agent - Polish

Summary

Join Rover's dynamic remote team in Spain as a Customer Support Representative! This entry-level, 6-month fixed-term contract role focuses on handling customer inquiries and ensuring user satisfaction across European markets. You will address customer issues through various channels, collaborate with internal teams, and maintain platform standards. Fluency in Polish and Spanish (or another European language) is required, along with excellent communication skills and a customer-focused approach. The role requires working Tuesday to Saturday and involves handling inquiries, resolving issues, and contributing to process improvements. Rover offers competitive compensation, benefits, and a fun, pet-friendly work environment.

Requirements

• High school diploma or equivalent required
• Ability to convey information clearly and effectively to customers and team members, both verbally and in writing
• Customer-focused approach and driven by a desire to achieve and surpass performance metrics, with a commitment to delivering exceptional service and results
• Comfortable working according to given daily schedule and availability to work Saturdays and Bank Holidays on rotation basis
• Solutions mindset: passion to find the right solution for Customer, and resolve the issue overcoming
• Quick learner: ability to ramp up quickly and act on feedback constructive
• Flexible. Everything can change very quickly and you know how to adapt
• Love being part of a dynamic team in a growing company
• Punctual attendance and reliability
• Adaptability to Change
• Fluent level of English, and Polish and Spanish or Polish and another European language
• Must reside in Spain
• Available to start in August 2025

Responsibilities

• Address customer inquiries and resolve issues to ensure user satisfaction
• Handle all customer and Trust & Safety inquiries and issues via multiple channels, including messaging, inbound/outbound calls, email, and API, ensuring friendly and efficient resolution
• Collaborate with internal teams and stakeholders to address complex issues and improve overall customer experience and safety
• Adhere to platform standards and policies to maintain marketplace integrity
• Identify and highlight process improvements and contribute to the team's success
• Treat customers as part of our community, demonstrating a passion for exceptional service
• Support ad-hoc projects and initiatives as needed

Preferred Qualifications

• Experience in customer support or call centers, where handling inquiries, complaints, and providing solutions was a primary responsibility
• Experience in roles focused on maintaining platform integrity, dealing with content moderation, user safety, and compliance with safety standards and policies
• Ability to work independently in a fast-paced environment
• Experience working in a performance-driven culture
• Previous experience using Zendesk, Slack, Atlassian, etc

Benefits

• Competitive compensation
• Long-term incentive plan with a company performance-based cash payout
• Pension plan
• Meal tickets through Cobee
• Generous PTO allowance
• Private health insurance
• Discounted gym membership
• Bring your dog to work (and unlimited puppy time)
• Monetary help for adopting a dog or cat plus yearly credit to use on our platform
• A wide variety of snacks, fresh fruit, and beverages in our kitchen to keep yourself going
• Regular team activities, including happy hours, game nights, and more