Customer Operations Agent, Rover Now at Rover
Spokane, WA, US
Who we are:
Rover.com connects pet parents with the world’s largest network of pet sitters and dog walkers. On Rover, pet parents can easily discover, book, and manage personalized care for their dogs including pet sitting, dog walking, and doggy day care. Founded in 2011 on the belief that everyone should have the opportunity to experience the unconditional love of a dog, Rover improves and simplifies life for pet parents and the dogs they love.
 
Our global headquarters are in Seattle, Washington in the United States, working closely with our teams in Spokane, Berlin, London, and Barcelona. We have a track record of being recognized as a great place to work, having been named among Seattle's 'Best Places to Work' in Seattle Business Magazine and the Puget Sound Business Journal for three years running. We're an agile, fast-growing company, and our leadership comes from some of the world's most respected tech companies. Our pioneering approach to people and pups alike landed us on the list of GeekWire’s Next Tech Titan in 2019 and the World's Most Innovative Companies in 2018 by Fast Company. Needless to say (but we're going to say it anyway)—we love dogs, and we wouldn't dream of going to work without them by our sides.
 
Who we are looking for:
The New Business Operations team at Rover operates like a fast-paced, agile, startup within a startup. This is a unique opportunity to use your customer experience, decision making and creative problem solving skills to shape the trajectory of our newest ventures during their growth phase, all within a vibrant, pet-friendly, later-stage company environment.
 
We're looking for an energized, high-performing Customer Operations Agent to join one of our newer business units, Rover Now. The ideal candidate will have a drive for development that comes from an early-stage startup, as well as a true passion for customer experience. You give dog owners and pet providers a great experience that inspires them to tell their friends about Rover. You never settle for good enough and always go above and beyond for a customer. 
 
Successful candidates are self-motivated to learn and develop new skills quickly while applying their unique experiences to their everyday job. This role requires balancing agility with customer obsession, all executed along tight timelines and a constantly evolving business.
 
A typical day in this role may include the following:
-Answer and prioritize incoming contacts about our product
-Schedule, cancel and reschedule walks and assignment drop-ins
-Provide personalized customer support to pet owners and pet care providers
-Manage customer feedback and work as a team to prioritize improvements
-Explore various contact themes and provide creative solutions
-Question the status quo and proactively highlight areas where we can do better
-Locate areas of efficiency and opportunity to help drive process and policy decisions
-Work closely with RN product teams to provide feedback on the customer experience
-Executing operational tests for new or existing services within New Business Operations
 
*Schedules may change periodically
*Each New Business Operations Team member will have 2 consecutive days off
*We cater to the needs of the business by listening to when our customers need us most. With that in mind, this position requires having open availability to work weekends and/or evenings, as well as holidays

Your Responsibilities:

    • Create an exceptional, personal service experience for customers
    • Demonstrate outstanding attention to detail, ownership, and follow-through
    • Operate under tight timelines, successfully balancing professionalism with expediency
    • Build ongoing relationships with customers, providing superior customer support
    • Follow appropriate procedures for common and urgent customer problems
    • Focus on customer retention and improving overall customer satisfaction

Your Qualifications:

    • 1-3 years of experience in customer support
    • Exceptional communication skills
    • A goal-oriented attention to detail
    • Intellectually curious
    • A love for dogs and technology

Bonus Skills:

    • Bachelor’s Degree or equal experience
    • Experience with Zendesk, Talkdesk, or similar customer management tools
    • Used Rover.com as an owner or a sitter
    • Experience with writing and training others
    • Startup experience
    • Experience with spreadsheets and data analysis

Benefits of Working at Rover.com:

    • Competitive compensation
    • 401k
    • Stock options
    • 4 weeks paid time off
    • Competitive benefits package, including medical, dental, and vision insurance
    • Commuter benefits
    • Bring your dog to work (and unlimited puppy time)
    • Doggy benefits, including $1000 toward adopting your first dog
    • Stocked fridges, coffee, soda, and lots of treats (for humans and dogs)
    • Free catered lunches semi-monthly
    • Regular team activities, including happy hours, snow tubing, game nights, and more
Rover is an equal opportunity employer committed to promoting a diverse, inclusive and inventive environment with the best employees. We’re driven by seeing our people succeed and grow, and we work to ensure everyone contributes to their fullest potential.  We consider all qualified applicants without regard to age, race, color, ancestry, national origin, religion, disability, protected veteran status, sex, gender identity or expression, sexual orientation, or any other protected status in accordance with applicable laws, regulations and ordinances. If there are preparations we can make to help ensure you have a comfortable and positive interview experience, please let us know.