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!
Now, we are on a mission to bring
Rover.com
and the benefits we spread amongst pet lovers to Europe! Therefore, we
are looking for a talented and driven Customer Service Manager in Berlin
to work closely with their Barcelona counterparts as Rover continues
expansion into Europe.
Who we're looking for:
Our
Customer Service Manager is responsible for ensuring pet parents and
pet sitters/walkers receive astonishingly great service by coaching and
scaling a fast-growing, multi-leveled support team. In this role, you’ll
be responsible for leading supervisors, team leads, and Customer
Experience Representatives in Berlin with some overlap with our
Barcelona team. The focus of this role will be developing our team’s
ability to work with our users on anything from sign-up to incident
management, while establishing and maintaining SLAs, and exceeding team
goals. You will be the main point-of-contact for escalated safety and
licensing concerns across all European markets.
In
this role, you will be challenged with scaling specialized customer
contact processes in a hyper-growth environment without sacrificing
service level (and to the contrary - trying to best our previous high
bar). You'll need to be constantly questioning the status quo and
looking for opportunities to improve the customer service team - you
will need to be highly analytical and strategic as you think about the
cross-company impacts of these contacts.
You
should have a passion for leading a team of world class Customer
Experience Representatives while developing a data-driven solution
oriented team. You will motivate, coach and develop your team to exceed
performance goals, empowering them to be advocates for our customers.
You will also help enhance Rover's customer-focused culture in this
role.
This position will be based out of
Rover's Berlin office. Scheduled days and hours to be determined as
Rover's Customer Experience team operates 24/7.
*We
cater to the needs of the business by listening to when our customers
need us most. With that in mind, this position may require having some
weekend availability.
What we offer:
- Competitive salary.
- Permanent contract
- Weekly happy hours, bi weekly free lunch and free Monday breakfast
- Team events
- Fresh fruit and coffee.
- Paid holidays for you and your dog!!
- An enthusiastic and passionate young team that is building something great