[Hiring] Trust and Safety Agent @Rover.com

Role Description

Rover’s European Trust and Safety team is responsible for supporting Rover's reputation by providing excellent customer care through problem resolution of issues that pose the greatest risk to the company in our most challenging and sensitive situations for our entire European operation. As a Trust and Safety Agent, you will be responsible for:

• Supporting users with specialty Trust and Safety casework.
• Investigating complex animal and person related safety incidents.
• Providing objective assessments and guidance on remediation.
• Ensuring marketplace standards and policies are upheld.

Qualifications

• 2+ years of Trust and Safety or similar safety related experience.
• 1+ years of 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 ZenDesk, GSuite, CRM tools, and Telephony software.
• Fluency in French.

Requirements

• 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, guiding customers to efficient solutions.
• Generate and respond to support calls, emails, and SMS messages in support of resolving active customer incidents (e.g., emergency pet care).
• 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.

Benefits

• Competitive compensation.
• 401k match.
• Long-term incentive plan with a company performance-based cash payout.
• 4 weeks PTO.
• Competitive benefits package, including medical, dental, and vision insurance.
• Commuter benefits.
• Bring your dog to work (and unlimited puppy time).
• Pet benefits, including $1000 toward adopting your first dog or cat.
• Stocked fridges, coffee, soda, and lots of treats (for humans and dogs) and free catered lunches monthly.
• Regular team activities performed in-person and virtually.