Trust and Safety Specialist: Incident Safety

Employer Industry: Pet Care Services

• Competitive compensation up to $39.79 per hour
• 401k and comprehensive benefits package, including medical, dental, and vision insurance
• Generous PTO policy with 4 weeks of paid time off
• Unique doggy benefits, including $1,000 towards adopting your first dog
• Regular team activities, both in‑person and virtually, fostering a collaborative environment
• Work remotely from approved states, offering flexibility in your work location

• Prioritize and manage a large volume of high‑severity customer interactions with attention to detail and follow‑through
• Educate users on safety and security within the Rover community
• Handle escalated cases and conduct thorough investigations of Trust & Safety incidents
• Generate and respond to support communications, quickly assessing and routing incidents
• Collaborate with team members across locations to identify risks and improve customer experience

• Minimum of 4 years of customer service experience, or equivalent education or certification
• At least 2 years of experience in customer‑facing roles requiring de‑escalation skills
• Strong verbal and written communication skills in English
• Bachelor's degree in a related field or equivalent experience
• Ability to take accurate notes while engaging with customers

• 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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