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Training Specialist

Rover.com , Seattle

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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:

The Training Specialist is directly responsible for creating, developing, and executing training & learning programs for customer support team(s) at Rover. Key responsibilities include accelerating the onboarding time of new hires, keeping existing in-office and virtual customer support team members up-to-date of changes with regards to Rover's processes, policies, etc. Additional responsibilities include assisting with quality assurance programs that reduce errors, improving customer satisfaction, and identifying opportunities for improvement to training curriculum and modules.

The ideal candidate is one that thrives in an environment that is fast paced, one who enjoys tackling tackling problems, and can identify ways and act quickly to impact key metrics. This position requires that a person enjoy adapting to change, is innovative, can communicate clearly, be organized, and meet tight deadlines.  

Your Responsibilities:

  • Own the creation and delivery of training to both new hires and existing customer support team members
  • Create training materials and content based on different types of learners
  • Manage and use an online training system as a way to deliver product, process, and policy updates to team members
  • Identify areas that require additional training based on customer feedback, new product launches, policy changes, and business needs
  • Perform quality assurance on customer experience representatives to identify areas where additional training is needed
  • Measure the success of and continually improve training programs
  • Participate in the hiring process of new customer experience representatives 

Your Qualifications:

  • 2+ years in training, teaching, learning & development, or similar field
  • 1+ year(s) in customer support environment
  • Bachelor’s degree or equivalent experience
  • Experience with Zendesk, Talkdesk, and/or similar tools
  • Experience with online learning tools such as Lesson.ly
  • Ability to deliver both in-person and virtual trainings
  • Ability to work flexible hours depending on training needs
  • Occasional travel may be required

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.

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