Who we are:
We founded
Rover.com
with the mission to connect dog owners and pet parents with the world’s
largest network of pet sitters and dog walkers. Why? We strongly
believe that everyone should have the opportunity to experience the
unconditional love of a dog.
Rover improves and
simplifies life for pet parents and the dogs they love by connecting
owners with trusted pet care whenever they need it. Millions of services
have been booked on Rover, including pet sitting, dog walking, in-home
dog boarding, and doggy day care. Needless to say (but we're going to
say it anyway) – we love dogs!
We are on a mission to grow
Rover.com
rapidly in Europe and are therefore looking for a talented and driven
Head of Customer Support in Barcelona, managing our Barcelona and Berlin
Customer Support teams.
Who we are looking for:
The
Head of Customer Support ensures all Rover’s customers (both pet
parents and pet sitters/walkers) receive astonishingly great service
from Rover. In this role, you’ll lead a fast-growing, multilingual team
of front line customer service managers and supervisors, located in
Barcelona and Berlin to solve customer problems, delivering outstanding
service results across eight 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, workflow improvements, and capacity planning matching
the market’s stage of growth.
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 updating the International 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.
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. If there are preparations we can make to help ensure you
have a comfortable and positive interview experience, please let us
know.