Social Media Specialist (Trust and Safety)

Who We Are:

Your Responsibilities:

• Manage a large volume of dynamic, escalated customer contacts with attention to detail, ownership, and follow-through

• Create Voice of Customer reports using social listening data around user sentiment, off platform discussions of platform safety, customer sentiment around product changes, and early warning risk assessment of emerging trends.

• Synthesizing and analyzing risk for complex or high-visibility issues in real-time.

• Creating risk profiles for corporate partnerships based on open source social media information and signal

• Moderate Rover-owned Social media communities

• Work with teammates and leadership across multiple locations to surface risks to customer experience and suggest policy improvements and tool and workflow enhancements

• Prioritize and multitask inbound customer contacts by email, social media, and/or messaging regarding customer  escalations and platform inquiries

• Actively participate in team meetings, generating ideas and offering problem-solving solutions to improve safety of platform and product usability.

• Own your mistakes and incorporate feedback and coaching in order to improve

• Maintain high levels of confidentiality

• Educate users on how to maintain safety and security while being responsible members of the Rover community

• Problem-solve complex situations to maintain customer satisfaction and Rover’s Brand image

Your Qualifications:

• Experience managing Social Media Channels (Facebook, Instagram, TikTok, X, LinkedIn) and specific nuances to being successful on each platform for a brand with over 100,000 combined followers using tools such as Sprinklr, Sprout Social, or similar

• High proficiency in story telling through data presentation for senior leaders

• Bachelor’s Degree in communication, public relations, etc or equivalent experience

• 3+ years in a customer facing role that managed escalated customer interactions

• 2+ years of customer facing interactions involving social media or public communications

• Strong verbal and written English communication skills

Your Bonus Skills:

• Used Rover as an owner or a sitter

• Experience working with CRM tools and/or ZenDesk

• Experience working on Social Media focused projects, or campaigns

• Experience providing phone, email, and/or chat support

• Familiar with Open Source Intelligence Investigations

Benefits of Working at Rover:

Competitive compensation
401k match
Long-term incentive plan with a company performance-based cash payout
Flexible PTO
Competitive benefits package, including medical, dental, and vision insurance
Commuter benefits
Bring your dog to work (and unlimited puppy time)
Pet benefits, including $1000 toward adopting your first dog or cat
Stocked fridges, coffee, soda, and lots of treats (for humans and dogs) and free catered lunches monthly  
Regular team activities performed in-person and virtually

Compensation:

• In Washington State outside of the greater Seattle area the first-year hourly range is $28.33-$36.51. Additionally, Rover offers a long-term incentive plan with a company performance-based cash payout and benefits to full-time employees.
• The cash compensation offered for this role will be dependent on the candidate's experience, qualifications, skills, and abilities as demonstrated in the interview and hiring process.