Job Description

Rover is seeking a Trust and Safety Specialist to support their reputation by providing excellent customer care through problem resolution of high-risk issues. This role involves incident investigations, claims management, social media monitoring, and enforcing Rover’s terms of service, requiring impartiality, empathy, and strong decision-making skills.

Responsibilities

• Prioritize customer demands
• Manage high severity customer contacts
• Educate users on safety and security
• Investigate complex cases
• Make quick and accurate decisions
• Handle escalated contacts
• Generate responses to support requests
• Identify risks and scope improvements
• Own safety review decisions
• Maintain confidentiality
• Investigate veterinary claims
• Communicate feedback to leadership
• Identify process improvements

Requirements

• 4+ years of Customer Service experience
• 2+ years of de-escalation or crisis response experience
• Strong communication skills
• Bachelor’s degree or equivalent experience
• Ability to take accurate notes
• Familiarity with web-based applications

Benefits

• No benefits