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.
Trust and Safety Manager
Rover's Trust and Safety Managers operate in a fast-paced, agile environment and are responsible for ensuring pet parents and pet caregivers are kept safe and receive world class service through coaching and scaling a multi-tier Trust and Safety organization.
You will Provide leadership to front line managers and trust and safety practitioners that support the prevention and resolution of a wide-range of issues, including those that pose severe risk to the company, our users, and animals. You will motivate, coach and develop your team to achieve performance goals, while also empowering them to advocate for the end user while balancing platform safety.
You will also help advocate for local and global process improvements that empower the team to increase effectiveness then scale efficiently. You are comfortable creating and analyzing reports, then making data-informed decisions to improve both business efficiencies and customer experience. Your decision making directly impacts the achievement of organizational goals.
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. You must be impartial, empathetic, and able to resolve issues in the best interest of our users, platform, and brand image when difficult tradeoffs are needed. Your ability to identify between what is critical and what is secondary will aid you in being effective in this role.
The nature of this role may require working outside of normal business hours and occasionally on weekends/holidays to ensure adequate escalation coverage.
What you'll be doing
- Recruit, hire, develop and performance manage a team of frontline managers and agents supporting customers with resolution of a wide-range of issues, including emergency situations that pose significant risk to the company, users, and animal safety.
- Analyze operational data sets and dashboards to understand the health of our current processes and propose solutions in order to increase operational efficiency, customer satisfaction, platform safety and our employee experience.
- Anticipate future consequences and trends accurately and leverage this understanding to build credible visions and plans that drive the business forward in alignment with internal policy and program teams.
- Collaborate with Workforce Management to ensure schedules are optimized to meet service level objectives for projected peak volumes, and also planned attritions.
- Collaborate with peer leadership team to promote an environment of accountability and productivity, including guiding leaders through addressing underperforming employees.
- Ensure effective onboarding and training of new agents by partnering with Learning and Development and subject matter experts.
- Directly and indirectly influence cross functional efforts among members of a project focused to enhance safety and operations of the platform.
- Serve as an escalation point for high priority requests or complex investigations initiated by our customersSynthesize situations into high level communications suited for senior leadership.
- Apply change management best practices to the ever evolving landscape of Trust and Safety to ensure your team can effectively adapt to the needs of our customers and the risk of our platform.
Your Qualifications & Experience:
- 5+ years of managing or leading teams in Trust and Safety operations or customer escalations required
- 3+ years in a senior leadership role where the responsibilities included managing other leaders required
- 3+ years of Trust and Safety experience required
- 1+ year in a role with regular interactions with senior leaders including executives required
- Business English required
- Bachelor’s degree in a related field or equivalent experience required
Your Bonus Skills:
- Fluent in one more of the following languages: Spanish, French, German
- Used Rover as an owner or a sitter
- Experience working with CRM tools and/or ZenDesk
- Experience in digital marketplaces (Rover, Airbnb, Uber, etc)
- 1+ years of experience in the Veterinary or Animal Health Clinic/Industry, or related field
- 1+ years experience in public relations/communication or social media monitoring and response
Benefits of working at Rover
- Long-term incentive plan with a company performance-based cash payout
- Pension plan
- Private medical insurance
- 25 days PTO
- Meal allowance and flexible compensation plan (transport and nursery)
- Gym membership
- €450 to cover the costs associated with the adoption of a pet
- Annual €150 wellness reimbursement
- Flexible work hours, sometimes you'll need to be in at certain times, but on the whole, we're pretty flexible when it comes to managing workload and time
- Grab snacks, fresh fruit, in our kitchen to keep yourself going
- Regular team activities, events, game nights, and more
- Dog-friendly office
Locations
- This position is located at our Barcelona office.
- Applicants must currently have the right to live and work in Spain... We can help with relocation assistance, though!
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.
