Customer Service · Full-time · Barcelona, Spain
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: We seek a highly experienced Director of Global Customer Experience & Support, to join our Trust, Safety and Operations department. In this role, you’ll lead a fast-growing, global team of in-house front line operations and customer service managers located in Barcelona and USA and our BPO teams, located in Costa Rica and Philippines with an aim to deliver outstanding service results across all our existing markets in a cost-effective and scalable way. You will coach and develop this team to understand how their work impacts broader Rover business goals. You will drive customer-focused process design and workflow improvements by partnering with the Strategy and Operational Excellence team and Global Trust and Safety team to ensure our customers get the right resolution at the right cost over a multi-year horizon.
The ideal candidate is one that lives to serve customers and their team. They will thrive in a fast-paced environment, act quickly to identify, implement and improve key metrics, and solve high-impact business problems. This position requires that a person love ambiguous operating environments and adapting to change. If you have a voracious appetite for interacting with data to solve problems, enjoy partnering with numerous organizational stakeholders, and live to deliver outstanding results, this role may be for you.
This is a high visibility role, responsible for creating alignment across the business and playing a critical role in the Trust & Safety Operations leadership team. As such, the ideal candidate has strong communication skills, is a proven thought leader, and has a desire to be in a key strategic position.
How you will contribute to Rover:
Your Qualifications:
Benefits of Working at Rover.com