Trust And Safety Specialist

Summary

Join Rover's Incident Safety Team and make a real impact! We're looking for someone passionate about resolving high-risk customer issues and maintaining our brand reputation. You'll handle escalated customer contacts, investigate complex cases, and work collaboratively across multiple locations. Success in this role requires strong de-escalation skills, impartiality, and the ability to make quick, informed decisions under pressure. You'll need experience in customer service and crisis response, along with excellent communication skills. If you're ready for a challenging and rewarding role in a fast-growing company, apply today!

Requirements

• Able to work evenings, weekends and holidays
• Be able to work remotely and reside only in the approved states of FL, GA, ID, NC, TX, WA & MI
• Have access to high speed internet with a consistent 25 mbps download and 11 mbps upload speeds. For optimal connections, a connection speed of 100 mbps is preferred
• 4+ years of Customer Service experience, or equivalent education or certification
• 2+ years of combined experience in customer facing roles requiring de-escalation of intense customer concerns or crisis response
• Strong verbal and written English communication skills
• High school diploma or equivalent
• Able to quickly take accurate typed notes while talking to members of the Rover community
• Familiarity with web based applications such as GSuite, CRM tools, and Telephony software

Responsibilities

• Effectively prioritize competing high priority internal and external customer demands
• Manage a large volume of high severity, dynamic customer contacts with attention to detail, ownership, and follow-through
• Educate users on how to maintain safety and security while being responsible members of the Rover community
• Handle escalated customer contacts and appropriately escalate concerns to your leader when appropriate
• Thoughtfully, decisively, and neutrally investigate Trust & Safety cases with high complexity and high sensitivity, maintaining customer satisfaction and Rover's Brand image
• Exhibit the ability to make quick and accurate decisions under pressure or with limited information
• Consistently remain empathetic, and compassionate in high stakes emergency situations, and guide customers to efficient solutions. Level headed, does not get shaken by difficult or complex situations
• Generate and respond to support calls, emails, and SMS messages in support of resolving active customer incidents (e.g., emergency pet care) while quickly assessing and routing incidents to the appropriate department
• Work with teammates and leadership across multiple locations to identify and scope risks related to customer experience, policy, tooling, and workflow improvements
• 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
• Maintain high levels of confidentiality
• Investigate complex veterinary claims with due diligence, including assessing eligibility of gray area claims
• Effectively deliver on other projects/duties as assigned by business management
• Effectively communicate complex feedback and insights to peers and leadership
• Identify opportunities for process and customer experience improvements during work in high risk incidents
• Synthesizing situations into high level communications suited for senior leadership

Preferred Qualifications

• Bachelor’s Degree in a related field
• Used Rover as an owner or a sitter
• Experience working with CRM tools and/or ZenDesk
• Experience in digital marketplaces (Rover, Airbnb, Uber, etc)
• 1+ years of experience in the Veterinary or Animal Health Clinic/Industry, or related field
• 1+ years experience in Insurance Industry/Claims or Trust and Safety Operations
• 1+ years experience in public relations/communication, Social media monitoring and response

Benefits

• Competitive compensation
• 401k
• 4 weeks PTO
• 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) and free catered lunches semi-monthly
• Regular team activities performed in-person and virtually