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Full-Time

Trust and Safety Specialist: Incident Safety

Posted on 9/3/2024

Rover

Rover

5,001-10,000 employees

E-commerce platform for pet care products

Consumer Software

Compensation Overview

$30.88 - $43.77Hourly

+ Competitive Compensation

Mid, Senior

Remote in USA

Category
Customer Support
Customer Success & Support
Required Skills
Communications
Customer Service
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.

Rover.com operates in the pet care market, providing a variety of products and accessories for pet owners and enthusiasts. The company offers items such as toys, treats, grooming supplies, and personalized gifts, all available for purchase through its e-commerce platform. Customers can easily browse and buy high-quality pet care products directly from the website, which features categories like apparel, home decor, and cleaning supplies tailored to pets. Rover.com distinguishes itself from competitors by focusing on unique offerings, including specialized collections and items that address specific pet needs, such as boredom and anxiety. The goal of Rover.com is to meet the growing demand for quality pet products while ensuring a convenient shopping experience for pet owners.

Company Stage

IPO

Total Funding

$535.9M

Headquarters

Seattle, Washington

Founded

2011

Growth & Insights
Headcount

6 month growth

6%

1 year growth

13%

2 year growth

21%
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Simplify's Take

What believers are saying

  • The acquisition by Blackstone provides Rover.com with significant resources and expertise to expand its market presence and enhance its product offerings.
  • Rover.com's focus on customer favorites, new arrivals, and top sellers ensures it remains relevant and competitive in the fast-growing pet care market.
  • Partnerships with organizations like the Spokane Humane Society highlight Rover.com's commitment to social responsibility and community engagement.

What critics are saying

  • The integration with Blackstone could lead to strategic shifts that may not align with the current company culture, potentially causing internal disruptions.
  • The highly competitive pet care market requires continuous innovation and differentiation to maintain market share.

What makes Rover unique

  • Rover.com focuses exclusively on the pet care market, offering a curated selection of high-quality and innovative products, unlike broader e-commerce platforms.
  • The company's emphasis on unique items like personalized products and seasonal collections helps it stand out in a crowded market.
  • Rover.com leverages the convenience of online shopping to reach a broad audience, differentiating itself from traditional brick-and-mortar pet stores.