Trust and Safety Specialist: Incident Safety

Employer Industry: Pet Care Services

• Salary up to $39.79 per hour
• Competitive benefits package, including medical, dental, and vision insurance
• 401k plan and four weeks of paid time off (PTO)
• Unique doggy benefits, including $1,000 toward adopting your first dog
• Engaging team activities, both in-person and virtually
• Opportunity to work remotely from approved states

• 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
• 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 calls, emails, and SMS messages to resolve active customer incidents

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

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

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Our role in this specific opportunity is to connect outstanding candidates with a top-tier employer.”