Trust and Safety Agent III, Social Media

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. Headquartered in Seattle, Washington, we work closely with our teams in Barcelona, San Antonio, Spokane, and remote locations. We’ve got a reputation for being a great place to work, having been named among the 100 Best Companies to Work For in Seattle Business Magazine and Washington’s Best Workplaces in the Puget Sound Business Journal. We're an agile, fast-growing company, and our leadership comes from some of the world's most respected tech companies. At Rover, our furry coworkers are just as important as our human ones—and we wouldn’t have it any other way. Along with making the joys of pet parenthood more accessible, we’re committed to fostering a diverse, inclusive, and welcoming community of pet people—and that starts with our employees. Summary: Rover’s Trust and Safety Social Media Team is responsible for supporting Rover's reputation by providing excellent customer care through problem resolution of issues that pose the greatest risk to the company in our most challenging and sensitive situations. Our agents actively monitor Rover’s off platform brand across the breadth of social media platforms and identify areas of concerns related to Trust and Safety related issues and aggregate and analyze customer sentiment around product feedback and opportunities for broad process improvements through Social Listening. Who we're looking for: You'll succeed in this role if you lean into hard conversations, have experience in de-escalation, and have a passion for getting the right solutions for both the customer and the company through our social media presence. You must be impartial, empathetic, and able to resolve issues in the best interest of our users, platform, and brand image in public view. Your ability to identify between what is critical and what is secondary will aid you in being effective in this role. To be eligible for this role you must be:

• Able to work evenings, weekends and holidays.
• Be able to work remotely and reside only in the approved states of FL, GA, ID, NC, TX, WA & MI
• Have access to high speed internet with a consistent 25 mbps download and 11 mbps upload speeds. For optimal connections, a connection speed of 100 mbps is preferred.

Your Responsibilities:

• Effectively prioritize competing high priority internal and external customer demands
• Manage a large volume of high severity, dynamic customer contacts with attention to detail, ownership, and follow-through
• Educate users on how to maintain safety and security while being responsible members of the Rover community
• Handle escalated customer contacts and appropriately escalate concerns to your leader when appropriate
• Exhibit the ability to make quick and accurate decisions under pressure
• Consistently remain empathetic, and compassionate in high stakes emergency situations, and guide customers to efficient solutions. Level headed, does not get shaken by difficult or complex situations
• Respond to inbound social media messages in support of resolving active customer incidents (e.g., emergency pet care) while quickly assessing and routing incidents to the appropriate department
• Work with teammates and leadership across multiple locations to identify and scope risks related to customer experience, policy, tooling, and workflow improvements
• Own social media risk assessments for high intensity situations
• Maintain high levels of confidentiality
• Effectively deliver on other projects/duties as assigned by business management
• Identify opportunities for process and customer experience improvements during work in high risk incidents
• Synthesizing situations into high level communications suited for senior leadership

Your Qualifications:

• 3+ years of Customer Service experience, or equivalent education or certification
• 1+ year experience in both Social Media Monitoring and Social Media Risk Assessment
• 1+ year experience in a digital marketplace
• Strong verbal and written English communication skills
• High school diploma or equivalent
• Able to quickly take accurate typed notes while talking to members of the Rover community.
• Intermediate to advanced skill with social media management tools such as Sprinklr, Sprout Social, Khoros, etc

Preferred Qualifications:

• Bachelor’s Degree in a related field
• Used Rover as an owner or a sitter
• Experience working with CRM tools and/or ZenDesk
• 1+ years experience in public relations/communication, Social media mo

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