Customer Experience Agent

**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.

**Who We're Looking For**

**Main Responsibilities**:

- Meet and exceed individual and team performance expectations.
- Treat customers as part of our community, demonstrating a passion for exceptional service.
- Take initiative to identify process improvements and contribute to the team's success.
- Collaborate with internal teams and stakeholders to address complex issues and improve overall customer experience and safety.
- Adhere to company policies, procedures, and guidelines while maintaining professionalism and integrity.
- Support ad-hoc projects and initiatives as needed.

**Requirements**:

- 1 year Experience in customer support or call centers, where handling inquiries, complaints, and providing solutions was a primary responsibility.
- Ability to convey information clearly and effectively to customers and team members, both verbally and in writing
- Customer-focused approach and driven by a desire to achieve and surpass performance metrics, with a commitment to delivering exceptional service and results
- Comfortable working according to given daily schedule and availability to work Saturdays and Bank Holidays on rotation basis
- Solutions mindset: passion to find the right solution for Customer, and resolve the issue overcoming
- Quick learner: ability to ramp up quickly and act on feedback constructive
- Flexible. Everything can change very quickly and you know how to adapt
- Love being part of a dynamic team in a growing company
- Punctual attendance and reliability
- Adaptability to Change
- Fluent level of English and Italian is required
- Must reside in Spain
- Available to start in mid-September

**Nice to Have**:

- 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, dealing with content moderation, user safety, and compliance with safety standards and policies
- Involvement in managing projects related to customer service improvements, process optimization, or implementation of new systems and procedures
- Ability to work independently in a fast-paced environment
- Experience working in a performance-driven culture
- Previous experience using Zendesk, Slack, Atlassian, etc

**Benefits of Working for Rover**:

- Competitive compensation
- Permanent contract
- Pension Plan
- Meal tickets through Cobee
- Generous PTO Allowance
- Private health insurance
- Discounted Gym Membership
- Bring your dog to work (and unlimited puppy time)
- Monetary help for adopting a dog plus yearly credit to use on our platform
- Grab snacks, fresh fruit, in our kitchen to keep yourself going
- Regular team activities, including happy hours, 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.