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Manager I, Customer Experience
Company | Rover.com |
Address | Spokane County, WA, United States |
Employment type | FULL_TIME |
Salary | |
Category | Transportation, Logistics, Supply Chain and Storage |
Expires | 2023-07-06 |
Posted at | 10 months ago |
Who we are:
- Review customer contacts and identify ways to improve the customer experience, as well as own escalated customer contacts and resolve them
- Partners with workforce management to organize, prioritize and schedule work assignments to meet business needs
- Motivate, coach, and develop 8-10 professional individual contributors who support the customer experience at Rover, including vendor management of outsourcing partners
- Identify areas of efficiency opportunity within the team and can recommend and implement changes as needed
- Identifies emerging business problems related to their job function and presents them in a solutions-oriented format
- Manage queues to agreed-upon service levels, and strive to raise the bar higher
- Experience with Zendesk, Talkdesk, or similar customer management tools
- Experience at a consumer technology company preferred
- 3-5 years experience working in operations or customer experience
- 1-2 years experience managing or leading teams in operations or customer experience
- Very high attention to detail
- Previously used Rover.com as a pet parent or dog sitter/walker preferred
- Excellent written and verbal communication skills
- Experience using data to make strategic business decisions
- Experience with process design and improvement
- Experience in vendor management
- Experience at a startup or other fast-growth company preferred
- Demonstrated competency with one or more analytical toolkits, including Excel, Google Sheets, and / or SQL
- Bachelor's degree or equivalent experience
- 401k
- Commuter benefits
- Doggy benefits, including $1000 toward adopting your first dog
- Bring your dog to work (and unlimited puppy time)
- Competitive compensation
- Regular team activities performed in-person and virtually
- Flexible PTO
- Competitive benefits package, including medical, dental, and vision insurance
- Company equity
- Stocked fridges, coffee, soda, and lots of treats (for humans and dogs) and free catered lunches semi-monthly
- In the greater Spokane area the first year salary range is $64,221-$82,765. Additionally Rover offers equity (RSU’s) and benefits to all employees
- The cash compensation offered for this role will be dependent on the candidate's experience, qualifications, skills and abilities as demonstrated in the interview and hiring process
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