Who We Are:
Want to make an impact? Join our team and work (and play!) with us.

We believe every pet deserves unconditional love, and at Rover, our mission is to make that love easier to experience. Founded in 2011, the Rover app and website connect dog and cat owners with trusted pet sitters and dog walkers in neighborhoods across the US, Canada, and Europe. We help empower our community of vetted pet care professionals to run their own businesses on Rover, supported by the tools and security of a global company.

Headquartered in Seattle, Washington, we collaborate closely with teams in Barcelona, San Antonio, Spokane, and remote locations. We’re known as a great place to work—recognized among Seattle Business Magazine’s 100 Best Companies to Work For and Washington’s Best Workplaces in the Puget Sound Business Journal. We’re an agile, fast-growing company, with leadership drawn from some of the world’s most respected technology organizations.

At Rover, our animal coworkers matter just as much as our human ones—and we wouldn’t do it any other way. Along with making pet parenthood more accessible, we’re committed to building a diverse, inclusive, and welcoming community of pet lovers, starting with our employees.

Role Summary:
Rover’s Trust & Safety Team protects Rover’s reputation by delivering excellent customer support and helping prevent and resolve issues that could pose risks to the company. The team addresses potential risks to customers and anything that may negatively affect the customer experience by investigating incidents, analyzing situations, and enforcing Rover.com terms and conditions. We also partner with business teams to recommend improvements to processes and policies that strengthen both marketplace safety and the customer experience.

As a Trust & Safety Agent, you’ll be front-line support for customers, assisting with highly escalated and emergency issues related to pet and Rover community safety. This role is essential to Rover’s mission and long-term success because it ensures marketplace standards and policies are upheld.

Your Responsibilities:
Your work will help resolve urgent issues and support users across multiple channels, including inbound/outbound calls and email.

What We’re Looking For:
You’ll treat customers like members of our community because we all care deeply about the same mission. You don’t settle for “good enough”—you go the extra mile for every customer. You take initiative to improve yourself and Rover, bringing your unique experiences and passions to the job every day.

To Be Eligible, You Must:
– Be able to work evenings, weekends, and holidays.
– Live in one of the following Rover remote-eligible locations: FL, GA, ID, NC, TX, WA, or MI.
– Work 40 hours per week during peak periods around these holidays: New Year’s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving, and Christmas.
– Be able to start on April 22, 2024 and participate throughout the entire paid training period from April 22 to May 15, 2024.

Responsibilities Include:
– Provide inbound and/or outbound phone-based customer service for users in crisis.
– De-escalate and educate callers by sharing clear, accurate information that leads to effective resolution and improved marketplace safety.
– Investigate Trust & Safety cases with medium complexity and high sensitivity—thoughtfully, decisively, and neutrally—while maintaining customer satisfaction and protecting Rover’s brand image.
– Review potentially graphic and emotionally charged content and incidents involving pets, owners, and sitters.
– Create and respond to support tickets, emails, and SMS messages to resolve active customer incidents (e.g., emergency pet care).
– Provide peer-to-peer support and coaching for new hires.
– Take on additional duties and projects as assigned by business leadership as needed.
– Collect documentation needed to determine eligibility for Rover Guarantee claims.
– Make comprehensive safety review decisions, including removing users from the platform when they don’t follow Rover Community Guidelines, policies, or the Terms of Service.
– Meet expected personal performance metrics, such as Time to Answer, Time to Resolution, Customer Satisfaction Ratings, and more.
– Put users first by offering empathy and confidentiality, especially in difficult situations.

Qualifications:
– 2+ years of customer service experience required.
– 1+ year as a Customer Service Representative in a non-scripted contact center handling tier 2 (or higher) contacts, including de-escalation of intense customer concerns required.
– 1+ year of experience in a fast-paced, high-volume, high-stress environment preferred.
– 1+ year of claims experience and/or knowledge and understanding of contracts preferred.
– Experience in a veterinary clinic or the pet industry preferred.
– Ability to stay empathetic and compassionate in high-stakes emergency situations, guiding customers to efficient solutions.
– Minimum high school diploma or equivalent required; bachelor’s degree preferred.
– Ability to build rapport and trust over phone, email, and text while following Trust & Safety policies and procedures.
– Ability to work independently with limited supervision.
– Experience maintaining composure in complex situations.
– Ability to make quick, thoughtful decisions under pressure in an ambiguous environment.
– Experience identifying root causes of customer service issues and areas for improvement while providing feedback to internal partners.
– Ability to take accurate typed notes quickly while speaking with members of the Rover community.
– Familiarity with web-based tools such as GSuite, CRM platforms, and telephony software.
– Internet access via cable, DSL, or fiber required. For the best connection, 100 Mbps is preferred.

Benefits of Working at Rover:
– Competitive compensation
– 401(k)
– 4 weeks PTO
– Competitive benefits package, including medical, dental, and vision insurance
– Commuter benefits
– Bring your dog to work (and unlimited puppy time)
– Pet-related perks, including $1,000 toward adopting your first dog
– Regular team activities in person and virtually

Compensation:
– In Washington State, the hourly rate range is $17.29–$22.69 per hour. Rover also offers benefits to full-time employees.
– The exact cash compensation and level will depend on the candidate’s experience, qualifications, skills, and abilities demonstrated during the interview and hiring process.

Equal Opportunity Employer:
Rover is an equal opportunity employer committed to fostering a diverse, inclusive, and innovative environment with the best people. We’re focused on helping our employees succeed and grow, and we work to ensure everyone can reach their full potential. We evaluate 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 characteristic, in accordance with applicable laws, regulations, and ordinances.

Accommodations:
We’re committed to working with you to provide reasonable accommodations during the job application or interview process, to perform essential job duties, and to receive other employment benefits and privileges. Please contact us to request an accommodation.