Rover

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.

Are you passionate about delivering exceptional customer experiences and leading high-performing teams? We're seeking a dynamic and results-driven Manager II, Customer Experience for a 6-month temporary contract to lead our European customer support operations. You will be instrumental in ensuring our pet parents and pet sitters/walkers receive outstanding service, driving operational excellence, and fostering a customer-centric culture. Reporting to the Global Director of Customer Experience, you will lead a large team to achieve and exceed service levels and performance goals.

What You'll Do:

• Lead and Manage: Direct a team of Managers and Team Leaders responsible for resolving customer issues effectively.
• Performance & Metrics: Develop and consistently exceed performance metrics, including quality, productivity, service levels, and customer satisfaction.
• Team Development: Hire, coach, and develop customer-focused frontline team members and managers.
• Process Improvement: Identify and implement scalable and efficient processes, driving continuous improvement in partnership with the Operational Excellence team.
• Data-Driven Insights: Utilize data to derive actionable insights, improve customer experience, and explore new opportunities.
• Operational Scaling: Support the operational scaling of Rover's customer support function, ensuring efficient staffing and quality service.
• Subject Matter Expertise: Serve as a subject matter expert on Rover's products, services, policies, and workflows.
• Cross-Functional Collaboration: Work collaboratively across departments to create a seamless customer experience.
• Escalation Management: Respond to and resolve escalated customer issues and inquiries.

What You'll Bring:

• 5+ years of experience in customer support, operations, or contact center operations.
• 5+ years of people management experience, including experience managing managers.
• Proven experience working with Business Process Outsourcers (BPOs).
• Experience with various support channels, including phone, chat, email, and self-service.
• Familiarity with Zendesk (preferred but not required).
• Strong understanding of capacity planning, workforce management, and contact center scheduling.
• Excellent organizational, time management, and data analysis skills.
• Familiarity with two-sided marketplaces or shared economy business models (preferred).
• Bachelor’s degree (Master’s preferred).

This 6-month temporary contract offers a fantastic opportunity to make a significant impact on our customer experience and operational efficiency. If you are a motivated leader with a passion for customer service, we want to hear from you!

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.