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CX Lead


This is a Contract position in Spokane, WA posted November 24, 2021.

Who we are:
connects pet parents with the world’s largest network of pet sitters and dog walkers. On Rover, pet parents can easily discover, book, and manage personalized care for their dogs including pet sitting, dog walking, and doggy day care. Founded in 2011 on the belief 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.
Our global headquarters are in Seattle, Washington in the United States, working closely with our teams in Spokane, Berlin, London, and Barcelona. We have a track record of being recognized as a great place to work, having been named among Seattle’s ‘Best Places to Work’ in Seattle Business Magazine and the Puget Sound Business Journal for three years running. We’re an agile, fast-growing company, and our leadership comes from some of the world’s most respected tech companies. Our pioneering approach to people and pups alike landed us on the list of GeekWire’s Next Tech Titan in 2019 and the World’s Most Innovative Companies in 2018 by Fast Company. Needless to say (but we’re going to say it anyway)-we love dogs, and we wouldn’t dream of going to work without them by our sides.
Who we’re looking for:
As a member of our team, you treat customers as part of our community, because we are all passionate about the same thing. You never settle for good enough and always go above and beyond for a customer. You take the initiative to improve yourself and Rover. You see your co-workers as a family, not just a team. You can get a little weird and laugh at yourself. You share your unique experiences and passions for your job every day. You are viewed as a leader and change-maker with proactive solutions and ideas, to ensure Rover’s success.
To be considered for this role, you must be able to work one or both weekend days, holidays, and be comfortable with a flexible schedule.
About the Customer Experience team:
Rover’s customer experience team provides world-class customer service and technical support to our customers seven days a week via email and telephone. As the Customer Service Team Lead, you will be mentoring, coaching and advising a team of BPO Customer Service agents. You’ll also tactically embed in that team to answer questions and resolve escalated issues that require in depth product knowledge.

What you bring:

    • Love for pets and people and a desire to keep them safe
    • Strong overall computer skills with an emphasis in email and word processing
    • The ability to promptly answer support-related emails, phone calls and other electronic communications
    • Strong problem-solving skills
    • The ability to work effectively in a team environment
    • Excellent verbal and written communication skills and the ability to apply them with customers and with other members of the Customer Service Team
    • Familiarity with Zendesk, Confluence, Jira, TalkDesk and G Suite

Your Responsibilities:

    • Be an unwavering customer advocate with a commitment to offering World Class Customer Service
    • Delegating and directly answering customer requests, questions and complaints in a timely manner
    • Working with the Customer Service Management Team in managing tickets and team member performance in customer service queues to monitor and improve agent efficiency and policy consistency
    • Communicating emerging trends in customer needs and expectations to Customer Service Management Team
    • Working with the Customer Service Management Team to create or revise customer service policies and protocols based upon customer and agent feedback
    • Handle escalated customer contacts and confidently escalates concerns to your leader when appropriate
    • Researching and following up on account or service problems to identify and solve the root causes
    • Periodically managing special tasks or projects assigned by managers or other executives in the company
    • Working directly with the Learning and Development to provide training and departmental onboarding to new and current employees that may need new skill development or refresher training
    • Completing the monthly quality assurance evaluations
    • Assisting in the categorization and collection of metrics so as to produce meaningful reports and capture trends that contribute to overall company analytics

Your Qualifications:

    • 5+ years of Customer Service experience, or equivalent education or certification
    • Internal candidates may substitute in-company experience in lieu of previous experience requirement
    • Strong verbal and written communication skills

Preferred Qualifications:

    • Bachelor’s Degree or equal experience
    • Used Rover as an owner or a sitter
    • Mastery of Customer Service policies and procedures for Rover
    • Experience with Confluence, Zendesk, TalkDesk, and Jira
    • Startup experience

Benefits of Working at Rover:

    • Competitive compensation
    • 401k Match
    • Equity
    • Flexible PTO
    • Competitive benefits package, including medical, dental, and vision insurance
    • Commuter benefits
    • Bring your dog to work (and unlimited puppy time)
    • Pet benefits, including $1,000 toward adopting your first dog or cat
    • Stocked fridges, coffee, soda, and lots of treats (for humans and dogs) and free catered lunches semi-monthly (on hold due to Covid19)
    • Regular team activities, including happy hours, snow tubing, game nights, and more (at times performed virtually due to Covid19)
    • *Due to COVID-19, Rover employees will not be required to be in office until January 2022 at the earliest. All new hires will be expected to work from the Seattle/ Spokane/ Barcelona office once Rover employees return to office.
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.
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.


Not Classified


5 to 20+ years

Job type

Full time

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