Trust and Safety Agent III, Social Media

April 27

Rover.com

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Connecting dog and cat parents with loving pet sitters and dog walkers in their neighborhoods.

Dog sitters • Dog boarding • Dogs • Dog walking • e-commerce

201 - 500

Description

• Responsible for supporting Rover's reputation by providing excellent customer care through problem resolution of issues that pose the greatest risk to the company • Actively monitor Rover’s off-platform brand across social media platforms • Identify areas of concerns related to Trust and Safety issues and aggregate customer sentiment around product feedback • Educate users on safety and security in the Rover community • Handle escalated customer contacts and appropriately escalate concerns • Respond to social media messages to resolve active customer incidents • Identify opportunities for process and customer experience improvements during work in high-risk incidents • Synthesize situations into high-level communications suited for senior leadership

Requirements

• 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.

Benefits

• Competitive compensation • 401k • 4 weeks PTO • 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 • Regular team activities performed in-person and virtually