Customer Experience Supervisor

Founded in 2011 and based in Seattle, Washington, Rover is a trusted community where people can find, list, and book neighborhood dog lovers who can't wait to watch their dog.

The Customer Experience team is the backbone of Rover.com. As a member of our team, you will develop relationships with customers and treat them as friends in our growing community. You will give dog owners and sitters a great experience that inspires them to tell their friends about Rover. 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 team as family, not just coworkers. You can get a little weird and laugh at yourself. You bring your unique experiences and passions to your job everyday. Rover.com is looking for a rockstar Customer Experience Team Lead to join us. Our support style is fun, genuine, and frankly, a little weird. As Team Lead, you will advocate for our customers and focus on promptly solving issues faced by our customers. You will lead a team of customer experience representatives, inspiring and motivating them to exceed performance goals, provide feedback, and helping build Rover’s culture. This position requires the ability to adapt to change, to be innovative, to communicate clearly, and to help influence direction. Come join our team and make a difference for dog lovers!

* Advocate for customers at all times * Motivate, coach and develop 8 to 10 customer experience representatives * Empower and provide guidance to representatives to solve problems * Manage queues to agreed upon service levels * Review customer contacts and identify ways to improve service * Own escalated customer contacts and resolve them * Identify opportunities to improve processes and increase operational effectiveness * Create reports and analysis to answer business questions

**You Bring:** * 2+ years experience in customer support. * 2+ year(s) experience managing or leading teams. * Experience with Zendesk, DialogTech or similar tools. * Experience with providing phone, chat, and email support. * Ability to work weekends and evening hours. This position will initially work Tuesday to Friday from 11am-8pm, and Saturday from 9am-6pm. **Bonus skills:** * Bachelor’s degree or equivalent experience. * A love of dogs and technology. * Previously used Rover.com as an owner or sitter. * Experience with startups or fast paced growth companies. * Excellent communication skills including ability to write and develop customer responses. * A never ending thirst for knowledge.