Trust and Safety Specialist: Incident Safety

4+ years of Customer Service experience, or equivalent education or certification 2+ years of combined experience in customer facing roles requiring de-escalation of intense customer concerns or crisis response Strong verbal and written English communication skills Bachelor’s degree in a related field or equivalent experience Able to quickly take accurate typed notes while talking to members Familiarity with web based applications such as GSuite, CRM tools, and Telephony software Access to high speed internet with a consistent 25 mbps download and 11 mbps upload speeds Able to work evenings, weekends and holidays

Effectively prioritize competing high priority internal and external customer demands Manage a large volume of high severity, dynamic customer or third-party contacts Educate users on safety and security within the Rover community Handle escalated customer or third-party contacts Investigate Trust & Safety cases with high complexity and sensitivity Make quick and accurate decisions under pressure Remain empathetic and compassionate in high stakes emergency situations Generate and respond to support calls, emails, and SMS messages Work with teammates and leadership to identify and scope risks Own decisions in holistic safety reviews Maintain high levels of confidentiality Investigate complex veterinary claims Deliver on other assigned projects/duties Effectively communicate complex feedback and insights Identify opportunities for process and customer experience improvements Synthesize situations into high-level communications