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Escalations Agent - Trust and Safety



Barcelona, Spain
Posted on Tuesday, June 18, 2024
Who we are:
Want to make an impact? Join our pack and come work (and play!) with us.
We believe everyone deserves the unconditional love of a pet—and at Rover, our mission is to make it easier to experience that love. Founded in 2011, the Rover app and website connect dog and cat parents with loving pet sitters and dog walkers in neighborhoods across the US, Canada, and Europe. We empower our community of trusted pet sitters and dog walkers to run their own pet care businesses on Rover with the tools and security of a global company to back them.
Headquartered in Seattle, Washington, we work closely with our teams in Barcelona, San Antonio, Spokane, and remote locations. We’ve got a reputation for being a great place to work, having been named among the 100 Best Companies to Work For in Seattle Business Magazine and Washington’s Best Workplaces in the Puget Sound Business Journal. We're an agile, fast-growing company, and our leadership comes from some of the world's most respected tech companies.
At Rover, our furry coworkers are just as important as our human ones—and we wouldn’t have it any other way. Along with making the joys of pet parenthood more accessible, we’re committed to fostering a diverse, inclusive, and welcoming community of pet people—and that starts with our employees.
As an Operations Agent, you will be responsible for supporting users with specialty Trust and Safety casework as well as general customer service inquiries through multiple work streams including: inbound/outbound calls, email, and text support. You will work as the front-line on issues that are integral to Rover’s mission and longevity by ensuring our marketplace standards and policies are upheld.
You will 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 bring your unique experiences and passions to your job every day.
Who we're looking for:
You'll succeed in this role if you lean into hard conversations, have experience in de-escalation, and have a passion for getting the right solutions for both the customer and the company. You must be impartial, empathetic, and able to resolve issues in the best interest of our users, platform, and brand image. Your ability to identify between what is critical and what is secondary will aid you in being effective in this role.
The nature of this role may require working outside of normal business hours and on weekends/holidays to ensure adequate escalation coverage.

Your 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
  • 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

Your Qualifications:

  • 2+ years of Customer Service experience, or equivalent education or certification
  • 1+ 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.

Preferred Qualifications:

  • Bachelor’s Degree in a related field or equivalent
  • 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
  • Fluency in additional European languages

Benefits of working at Rover.com:

  • Competitive compensation
  • Permanent contract
  • 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 plus yearly credit to use on our platform
  • Flexible work hours, sometimes you’ll need to be in at certain times, but on the whole, we’re pretty flexible when it comes to managing workload and time
  • Grab snacks, fresh fruit, in our kitchen to keep yourself going
  • Regular team activities, including happy hours, game nights, and more
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.