Operations Agent - Fraud and Customer Success

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, London, 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. Who we’re looking for: We are looking for an Operations Agent to join our Fraud & Customer Success team. You'll primarily be responsible for investigating complex customer complaints, helping to prevent and investigate fraud on the platform, removing bad actors from the marketplace, and providing support for customers during their journey to join the Rover platform. You will work closely with customers via email and phone on a daily basis to provide world-class customer service while also helping to maintain service level agreements. To be considered for this role, you must be able to work one or both weekend days, holidays, and be comfortable with a flexible schedule.

What You Bring:

• Love for pets and people and a desire to keep them safe.
• Capacity to neutrally and empathetically review all sides and perspectives of a situation.
• Comfort with a fast-paced, rapidly changing, and often ambiguous environment.
• Ability to multitask and crush sometimes repetitive work while maintaining strong ownership.
• Sound judgment, exceptional instincts, and a strong moral compass to help you solve problems quickly, sometimes with limited information.
• A tech-savvy, data-driven decision-making process.
• Understands and and can meet team metrics and SLAs.
• Excitement to make a meaningful contribution to the team from day one!

Your Responsibilities:

• Be an unwavering customer advocate with a commitment to offering World Class Customer Service
• Review Rover.com accounts and transactions that have been flagged as high risk
• Investigate customer booking, messaging, and transaction patterns to identify fraudulent activity
• Process criminal background checks of Rover.com service providers
• Prioritize and multitask inbound customer contacts by phone, email, and/or chat
• Manage a large volume of dynamic customer contacts with attention to detail, ownership, and follow-through
• Actively participate in team activities and meetings, generating ideas and offering problem-solving solutions
• Work with teammates and leadership across multiple locations to surface risks to customer experience and suggest policy improvements and tool and workflow enhancements
• Maintain high levels of confidentiality
• Own your mistakes and incorporate feedback and coaching in order to improve

Your Qualifications:

• 1+ years of Customer Service experience, or equivalent education or certification
• Strong verbal and written communication skills
• Previous experience working in Fraud or risk management

Bonus Skills:

• Bachelor’s Degree or equal experience
• Used Rover as an owner or a sitter
• Experience working with ZenDesk and CRM ticket queues
• Knowledge of payment systems (Stripe)
• Comfortability using fraud detection and background check software (Sift and Sterling)

Benefits of working at Rover.com

• Competitive compensation
• 401k
• Company Equity
• 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
• Stocked fridges, coffee, soda, and lots of treats (for humans and dogs) and free catered lunches semi-monthly
• Regular team activities, including happy hours, snow tubing, game nights, and more

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. We are committed to work with you to look for reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation. Apply for this job