Customer Experience Agent, Rover
Swedish, Norwegian & Danish
Network of pet sitters and dog walkers
Open for applications
Network of pet sitters and dog walkers
1001+ employees
Open for applications
1001+ employees
Company mission
Rover's mission is to improve and simplify life for pet parents and the dogs they love.
Role
Who you are
- 1 year Experience in customer support or call centers, where handling inquiries, complaints, and providing solutions was a primary responsibility
- 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, Swedish, Norwegian is required - Danish is a plus
- Must reside in Spain
- Available to start in mid-September
Desirable
- Experience working in marketplaces, understanding the dynamics of buyer-seller interactions, and managing customer satisfaction in a digital environment
- Experience in roles focused on maintaining platform integrity, dealing with content moderation, user safety, and compliance with safety standards and policies
- Involvement in managing projects related to customer service improvements, process optimization, or implementation of new systems and procedures
- Ability to work independently in a fast-paced environment
- Experience working in a performance-driven culture
- Previous experience using Zendesk, Slack, Atlassian, etc
What the job involves
- Handle all customer and Trust & Safety inquiries and issues via multiple channels, including messaging, phone, email, and API, ensuring friendly and efficient resolution
- Meet and exceed individual and team performance expectations
- Treat customers as part of our community, demonstrating a passion for exceptional service
- Take initiative to identify process improvements and contribute to the team's success
- Collaborate with internal teams and stakeholders to address complex issues and improve overall customer experience and safety
- Adhere to company policies, procedures, and guidelines while maintaining professionalism and integrity
- Support ad-hoc projects and initiatives as needed
Our take
Rover.com connects pet parents with the nation’s largest network of loving and trustworthy pet sitters and dog walkers. Through Rover, pet parents can discover, book, and manage personalised care for their dogs, including pet sitting, dog walking, in-home dog boarding, and doggy day care.
Rover has fundamentally changed the U.S pet services industry, a market which is worth $10+ billion, by improving the way pet owners find and book pet care. Rover’s app is now the most downloaded and best-reviewed dog walking and pet sitting app in North America.
Although they hit a very rough patch during the pandemic, the company's successful bounce-back has led it to a successful IPO and significant growth even after. Pet spending is on the rise and Rover seems perfectly positioned to ride the wave right along.
Kirsty
Company Specialist
Insights
Some candidates hear
back within 2 weeks
7% employee growth in 12 months
Company
Funding (last 2 of 8 rounds)
May 2018
$125m
LATE VC
Jul 2017
$65m
SERIES F
Total funding: $280.9m
Company benefits
- Dogs and Cats: We’ll provide $1000 to help you adopt or foster a dog or cat. And whenever you need to get away, we’ll help cover your pet’s staycation with a sitter on Rover.
- Treats: Enjoy stocked fridges, coffee, soda, and lots of treats (for humans and dogs), including regular chair massages. Every other week, we offer a company lunch for all employees.
- Health: Taking care of yourself and your health comes first. We offer a competitive benefits package that includes medical, dental, vision, commuter benefits, and life insurance.
- Compensation: We offer competitive compensation as well as RSUs, 401K match, holiday pay, and pet assistance funds.
- Time Off: Family and life events will always trump business. We offer 4 weeks of paid time off annually, as well as 10 paid holidays.
- Parental Leave: Work shouldn't get in the way of life. That's why we offer maternity leave (10 weeks fully paid and up to 7 weeks of STD at 60%) and paternity leave (10 weeks fully paid)
Company values
- Commitment to our community
- No office politics
- Intentional balance of pace and precision
- Focus on Impact
- Discipline in the way we debate
- Devotion to each other as people
- Relentless pursuit of inspiring outcomes
Company HQ
Belltown, Seattle, WA
Articles
Leadership
Greg Gottesman
(Board Member)Previously worked as an Associate at BCG and as an Adjunct Professor in the Computer Science & Engineering Department at the University of Washington. He was also a Board Member at Tally, Lumatax, NextStep and Boundless Immigration
Philip Kimmey
(VP of Engineering)Previously worked as an Intern at the Washington School of Medicine and at the Center for Strategic and International Studies
Salary benchmarks
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