Operations Agent

Summary

Join Rover's Trust & Safety Team as a Seasonal Trust & Safety Agent! You'll be the first point of contact for customers facing highly escalated and emergency situations involving pet safety. This crucial role ensures our marketplace standards are upheld, resolving critical issues and supporting users through various communication channels. The position is a 5-month contract (May 12th - September 12th, 2025), requiring weekend and holiday availability. You'll handle inbound/outbound calls and emails, de-escalate crises, and investigate incidents. Success in this role demands empathy, quick decision-making, and experience in customer service.

Requirements

• 3+ years of experience as a Customer Service Representative in a non-scripted contact center environment or related field
• 2+ years of experience working in a fast-paced, high volume and high stress environment
• Ability to remain empathetic, and compassionate in high stakes emergency situations, and guide customers to efficient solutions
• High school diploma
• Ability to establish a connection and trust over the phone, email and text platforms while empathizing with the customer and following the Trust & Safety policies and procedures
• Ability to work independently with limited supervision
• Experience maintaining composure in complex situations
• Ability to make quick and thoughtful decisions under pressure in an ambiguous environment
• Experience identifying root causes of customer service issues and areas of improvement while providing feedback to internal stakeholders
• Able to quickly take accurate typed notes and while talking to members of the Rover community
• Familiarity with web based applications such as GSuite, CRM tools, and Telephony software
• Our equipment will require you to have a Cable, DSL, or Fiberoptic internet.  For optimal connections, a connection speed of 100 mpbs is preferred
• Ability to work one or both weekend days, and holidays
• Ability to work a 5 month contract from May 12th, 2025 to September 12th, 2025 and be present for the entire paid training period from May 12th, 2025 - June 20th, 2025 (M-F 7:30 AM PT- 4:00 PM PT)

Responsibilities

• Provide inbound and/or outbound customer service for users in crisis
• De-escalate and educate callers, through clear and accurate exchange of information that leads to a successful resolution and improved marketplace safety
• The potential review of graphic and emotionally charged content and incidents involving pets, owners and sitters
• Generate and respond to support tickets, emails, and SMS messages in support of resolving active customer incidents e.g. emergency pet care
• Escalate incidents that require further investigation to the appropriate department
• Take on ad-hoc duties/projects as assigned by business management as needed
• Put our user's first by helping them with empathy and confidentiality in difficult situations
• Thoughtfully, decisively and neutrally investigate Trust and Safety cases with medium complexity and high sensitivity while maintaining customer satisfaction and Rover’s Brand image
• Gather necessary documentation to determine potential eligibility for Rover Guarantee claims
• 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
• Understand and meet expected personal metrics such as: Time to Answer, Time to First Response, Time to Resolution, Customer Satisfaction Rating, QA, and more

Preferred Qualifications

Experience in a veterinary clinic/pet industry is preferred