Customer Experience Operations Lead

Job Description

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. In this pivotal role, you’ll be at the forefront of our daily operations, supporting managers to drive our team within the customer support and Trust and Safety operations function toward surpassing key performance indicators. You’ll not only ensure smooth operational processes but also engage in data analytics to develop strategic improvements and enhance workflows. From real-time queue monitoring and agent support to mentoring and fostering a culture of continuous development.

Responsibilities:

• Support real-time queue monitoring to manage volume, identify coverage gaps, and uncover opportunities for service level improvements to mitigate any impact on customers
• Triage the queue to ensure urgent and high-priority issues are addressed in a timely manner
• Handle customer escalations effectively
• Ticket handling as needed in peak times
• Perform department controls to ensure team operational efficiency
• Provide support to floor agents
• Support both new and tenured agents through shadowing, training, and regular spot checks, and provide feedback/coaching and QA
• Assist in developing agent performance plans and conducting investigations
• Conduct data analysis to understand KPI results and determine root causes
• Identify IT/system issues and raise tickets when appropriate
• Participate in ad hoc projects and tasks based on business needs
• Assist product teams with updates and new launches that impact customers and support teams

Qualifications:

• 1-3 years of experience in customer support or call centers, mentoring and supporting team members
• Experience working in marketplaces, understanding the dynamics of buyer-seller interactions, and managing customer satisfaction in a digital environment
• Experience in roles focused on maintaining platform integrity, ensuring user safety, and adhering to compliance standards and policies
• 1-3 years of involvement in projects related to customer service improvements, process optimization, or implementation of new systems and procedures
• Fluent in English, and in at least one European languages (e.g., French, Spanish, German) is required
• Previous experience using Zendesk, Slack, Confluence, WFM tools is preferred

Other Requirements:

• Effective communication skills, both verbal and written, to engage with stakeholders at all levels
• Self-motivated and capable of managing time and tasks efficiently without constant supervision
• Consistently arrives on time and meets work schedule commitments
• Demonstrates adaptability to company changes, capable of adjusting to new tasks and changing priorities swiftly and effectively

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. Apply for this job