Job Description

Rover is seeking a Social Media Specialist to join their Social Media Team. The ideal candidate will have experience in de-escalation, customer support through social media, and a passion for assisting customers. They will be responsible for monitoring social media channels, analyzing risk, and moderating online communities to ensure a safe and positive experience for Rover users.

Responsibilities

• Create Voice of Customer reports
• Synthesize and analyze risk in real-time
• Create risk profiles for corporate partnerships
• Moderate Rover-owned Social media communities
• Surface risks to customer experience and suggest improvements
• Prioritize and manage customer contacts
• Participate in team meetings
• Own mistakes and incorporate feedback
• Maintain confidentiality
• Educate users on safety and security
• Problem-solve complex situations

Requirements

• Experience managing Social Media Channels
• High proficiency in data presentation
• Bachelor’s Degree or equivalent experience
• 3+ years in a customer facing role
• 2+ years of customer facing interactions involving social media
• Strong verbal and written English communication skills
• Ability to work evenings, weekends and holidays
• Residency in approved states

Benefits

• No benefits