Trust and Safety Specialist: Incident Safety

Employer Industry: Pet Care Services

Why consider this job opportunity:

• Competitive compensation with an hourly rate of up to $39.79
• 401k plan and a comprehensive benefits package, including medical, dental, and vision insurance
• Generous time off with 4 weeks of PTO
• Unique doggy benefits, including $1000 towards adopting your first dog
• Regular team activities, both in-person and virtual, fostering a collaborative work environment
• Opportunity to work remotely from approved states, promoting work-life balance

• Effectively prioritize competing high-priority internal and external customer demands
• Manage a large volume of high-severity customer or third-party contacts with attention to detail and follow-through
• Educate users on maintaining safety and security within the Rover community
• Investigate complex Trust & Safety cases while maintaining customer satisfaction and brand image
• Generate and respond to support communications to resolve active customer incidents efficiently

• Minimum of 4 years of customer service experience or equivalent education/certification
• At least 2 years of experience in customer-facing roles requiring de-escalation of intense concerns
• Strong verbal and written communication skills in English
• Bachelor’s degree in a related field or equivalent experience
• Ability to take accurate typed notes while communicating with community members

• Experience using Rover as a pet owner or sitter
• Familiarity with CRM tools and/or Zen Desk
• Background in digital marketplaces (e.g., Rover, Airbnb, Uber)
• 1+ years of experience in the Veterinary or Animal Health Industry
• Experience in public relations, social media monitoring, and response

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