Supervisor, Customer Experience (On-Demand)

Rover.com , Seattle

See jobs at Rover.com

Who we are:

Rover.com connects pet parents with the nation’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. 

We're headquartered in downtown Seattle. We're an agile, fast-growing startup, and our leadership comes from some of the country's most respected tech companies. Our Senior Leadership team has been recognized by Forbes, Seattle Business, and Geekwire. We've been named among Seattle's "Best Places to Work" in Seattle Met magazine, Seattle Business Magazine, and the Puget Sound Business Journal in 2016 and 2017. We're also the recipient of World’s Most Dog-Friendly Offices in 2016 by Inc.com. 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're looking for:

On-demand dog walking is an exciting new service at Rover that connects pet owners with Rover-certified dog walkers. This is a unique opportunity to use your creative problem solving skills to shape the scale and direction of a startup during its growth phase, in a vibrant, pet-friendly location.

We're looking for a strategic, energized supervisor to join one of our newer business units, on-demand dog walking. You should have a passion for leading a team of world class Customer Experience Representatives who are data-driven problem solvers. You will motivate, coach and develop your team to exceed performance goals, empowering them to be advocates for our customers. You will also help enhance Rover's customer-focused culture in this role. This position requires the ability to adapt to change in a fast paced, ever-evolving environment, to be innovative, to communicate clearly, influence direction and challenge the status quo! As this is supporting a new business venture for us, we are still learning new things every day! Come join our team and make a difference for pet parents and the dogs they love.

This position will be based out of Rover's downtown Seattle office and lead a team of on-site Customer Experience Representatives. Scheduled days and hours to be determined as Rover's Customer Experience team operates 24/7.

*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 Weekend Availability.

*We're looking for someone who can work both Weekend days (Wednesday through Sunday or Saturday through Wednesday)**

Your Responsibilities:

  • Motivate, coach, and develop 3-6 Customer Experience Representatives
  • Empower your team and provide guidance on how to solve problems and advocate for the customer
  • Manage queues to agreed-upon service levels, and strive to raise the bar higher
  • Identify opportunities to improve processes and increase operational effectiveness
  • Review customer contacts and identify ways to improve the customer experience, as well as own escalated customer contacts and resolve them
  • Question the status quo and proactively highlight areas where we can do better
  • Create reports and analysis to answer business questions and drive efficiency

Your Qualifications:

  • 2+ years experience in customer support and/or contact center operations
  • 2+ years experience managing or leading teams
  • Experience with Zendesk, Talkdesk, or similar tools
  • Experience with providing phone and email support
  • Experience with presenting data via spreadsheets, charts, and graphs strongly preferred

Bonus Skills:

  • Bachelor's degree or equivalent experience
  • Experience with process design and improvement
  • A love of dogs and technology
  • Previously used Rover.com as a pet parent or dog sitter/walker
  • Experience with startups or fast paced growth companies
  • Excellent communication skills including ability to write and develop customer responses
  • A never-ending thirst for knowledge

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
  • 50 free dog walks a year
Rover embraces diversity and opposes discrimination.
This position is based at Rover HQ in Downtown Seattle.
Candidates must be eligible to work in the US.

About Rover.com

About The Dog People Founded in 2011 and based in Seattle, WA, Rover is the nation's largest network of 5-star pet sitters and dog walkers. Whether you need in-home dog boarding, pet sitting, dog walking, or day care, Rover connects pet parents with dog people who’ll treat their pets like family. Rover sitters are your rainy-day-dog-walkers. Your every-day-belly-rubbers. Your tug-of-war players. Your middle-of-the-night-pee-breakers. Because we get it—your dog is family. And when you can’t be there, you can trust us to keep your dog happy, healthy, and sweet as ever. But it’s not just about dog love. Rover is also an award-winning technology business committed to making pet care safe, easy, and affordable so that everyone can experience the unconditional love of a dog. So for the frequent butt-sniffers, the sock-stealers, the table-side beggars and the clicker-trained champions: We’re your people. And for the world travelers, the long-day-at-work-ers, the business-trip jetsetters, the swing-shift survivors: We’re your people, too. Whatever you and your dog are into, we’re into it, too. And we’ve got your back. Anytime. Anywhere.

Want to learn more about Rover.com ? Visit Rover.com 's website.