Customer Experience Agent, Rover
Spanish
Company equity available
More information about location
5 days a week in office
Network of pet sitters and dog walkers
Job no longer available
Network of pet sitters and dog walkers
501-1000 employees
Job no longer available
Company equity available
More information about location
5 days a week in office
501-1000 employees
Company mission
To allow more people to experience the unconditional love of a pet.
Role
Who you are
- You are native/fluent in Spanish
- You are able to work a Tuesday thru Saturday schedule (full time/5 days)
- You are highly proficient in English for internal communication
- You have experience in the customer support area or/and contact centre operations - at your core - you can listen and you understand customers’ real needs
- You are able to operate and to continuously learn and improve in a fast-moving & dynamic environment
- You have a self-confident and positive demeanour mixed with excellent communication and strong problem-solving skills – basically, you are ready to make a meaningful contribution to our team and our community from day one
- You have a true team player mentality - your team members are more than coworkers to you and you bring your unique experiences and passions to your job every day
- Bonus: Experience in working in the vet tech industry and/or experience in dog behaviours, including aggressive triggers
What the job involves
- We are looking for talented, driven, and multilingual Customer Experience Representatives (either full-time or part-time) to be based in Barcelona to support our 8 markets (UK, France, Spain, Germany, Italy, Sweden, Norway and Netherlands)
- This is a full-time role that will work a 5-day work week from Tuesday to Saturday. We also Have a Monday to Friday as well
- As a member of the Customer Experience team, you are the backbone of Rover.com
- You develop relationships with our users and create an exceptional, personal service experience for them via chat, email & phone
- You demonstrate outstanding attention to detail, ownership, and follow-through - and most of all - you are able to really listen to understand the core needs of our community
- Nothing can really make you flip as you are able and keen to operate with tight timelines while finding the right balance between professionalism and expediency
- Based on the customer feedback and your own experience, you proactively seek new ways to provide excellent customer support and how to improve Rover.com - and yourself
- You build long-lasting relationships with our registered pet parents and pet sitters while providing superior customer support
- You are able to communicate effectively and manage escalated conversations in a professional manner between both parties (owner and sitter), as well as outside parties such as vet clinics and boarding facilities
- Where others are seeing problems, you are also seeing solutions. You take responsibility and follow appropriate procedures to solve whatever problems your team, or our users, may face. No matter what you do, our user retention, as well as the improvement of the overall customer satisfaction, is always in the back of your mind, next to the statement “impossible is nothing!”
Application process
- Please submit an English version of your CV / Resume
Our take
Rover.com connects pet parents with the nation’s largest network of loving and trustworthy pet sitters and dog walkers. Through Rover, pet parents can discover, book, and manage personalized care for their dogs, including pet sitting, dog walking, in-home dog boarding, and doggy day care.
Rover has fundamentally changed the U.S pet services industry, a market which is worth $10+ billion, by improving the way pet owners find and book pet care. Rover’s app is now the most downloaded and best-reviewed dog walking and pet sitting app in North America.
Although things slowed down for the company during the pandemic, the successful bounce-back has led it to an IPO and significant growth, notably in European markets. Pet spending is on the rise too, and Rover seems well positioned to ride that wave - an outlook reinforced by its $2.3 billion acquisition by Blackstone, which shows both the platform's resilience and the long-term attractiveness of its offering.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
7% employee growth in 12 months
Glassdoor (4.3)
Trustpilot (4.5)
Company
Funding (last 2 of 8 rounds)
May 2018
$125m
LATE VC
Jul 2017
$65m
SERIES F
Total funding: $280.9m
Company benefits
- Treats: Enjoy stocked fridges, coffee, soda, and lots of treats (for humans and dogs). We offer free lunches twice a month and have regular team activities, including happy hours, and more.
- Hybrid Working: We believe that the best work is done in a flexible environment.
- Compensation and Benefits: We offer competitive compensation, health benefits and a pension plan with company match. We also offer generous perks like meal vouchers and wellness reimbursement.
- Time Off: Family and life events will always trump business. We offer 25 days of PTO.
- Dogs and Cats: We'll provide help to adopt or foster a pet and help cover your pet's staycation with a sitter on Rover.
Company values
- Commitment to our community
- No office politics
- Intentional balance of pace and precision
- Focus on Impact
- Discipline in the way we debate
- Devotion to each other as people
- Relentless pursuit of inspiring outcomes
Company HQ
Seattle
Articles
Leadership
Brent Turner
(Chief Executive Officer)Megan Teepe
(Chief Growth Officer)Eddie Torpoco
(Chief Legal Officer)Salary benchmarks
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