Contractor Operations Agent - Trust and Safety

Who we are: Want to make an impact? Join our pack and come work (and play!) with us. We believe everyone deserves the unconditional love of a pet—and at Rover, our mission is to make it easier to experience that love. Founded in 2011, the Rover app and website connect dog and cat parents with loving pet sitters and dog walkers in neighborhoods across the US, Canada, and Europe. We empower our community of trusted pet sitters and dog walkers to run their own pet care businesses on Rover with the tools and security of a global company to back them.

Summary: As a Seasonal Trust & Safety Agent, you will work as the front-line support, assisting customers with highly escalated & emergency issues related to pet & Rover community safety. This work is integral to Rover’s mission and longevity, by ensuring our marketplace standards and policies are upheld. Your work will help resolve critical issues and support our users through multiple work streams including: inbound/outbound calls, and email.

Who we’re looking for: You will treat customers as part of our community, because we are all passionate about the same thing. You never settle for good enough and always go above and beyond for a customer. You take the initiative to improve yourself and Rover. You bring your unique experiences and passions to your job every day. To be considered for this role, you must be able to work one or both weekend days, and holidays. Additionally, you must be able to work a 5 month contract from May 12th, 2025 to September 12th, 2025 and be present for the entire paid training period from May 12th, 2025 - June 20th, 2025 (M-F 7:30 AM PT- 4:00 PM PT).

Your Responsibilities:

• Provide inbound and/or outbound customer service for users in crisis.
• De-escalate and educate callers, through clear and accurate exchange of information that leads to a successful resolution and improved marketplace safety.
• The potential review of graphic and emotionally charged content and incidents involving pets, owners and sitters.
• Generate and respond to support tickets, emails, and SMS messages in support of resolving active customer incidents e.g. emergency pet care.
• Escalate incidents that require further investigation to the appropriate department.
• Take on ad-hoc duties/projects as assigned by business management as needed.
• Put our user's first by helping them with empathy and confidentiality in difficult situations.
• Thoughtfully, decisively and neutrally investigate Trust and Safety cases with medium complexity and high sensitivity while maintaining customer satisfaction and Rover’s Brand image.
• Gather necessary documentation to determine potential eligibility for Rover Guarantee claims.
• 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
• Understand and meet expected personal metrics such as: Time to Answer, Time to First Response, Time to Resolution, Customer Satisfaction Rating, QA, and more

Your Qualifications:

• 3+ years of experience as a Customer Service Representative in a non-scripted contact center environment or related field
• 2+ years of experience working in a fast-paced, high volume and high stress environment.
• Experience in a veterinary clinic/pet industry is preferred
• Ability to remain empathetic, and compassionate in high stakes emergency situations, and guide customers to efficient solutions.
• High school diploma
• Ability to establish a connection and trust over the phone, email and text platforms while empathizing with the customer and following the Trust and Safety policies and procedures.
• Ability to work independently with limited supervision
• Experience maintaining composure in complex situations
• Ability to make quick and thoughtful decisions under pressure in an ambiguous environment
• Experience identifying root causes of customer service issues and areas of improvement while providing feedback to internal stakeholders
• Able to quickly take accurate typed notes and while talking to members of the Rover community.
• Familiarity with web based applications such as GSuite, CRM tools, and Telephony software.

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