Main Responsibilities:

• Handle all customer and Trust & Safety inquiries and issues via multiple channels, including messaging, phone, email, and API, ensuring friendly and efficient resolution.
• 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