Customer Experience Manager at Rover.com | Torre

Customer Experience Manager

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Full-time

Legal agreement: To be defined

USD75.4K - 100K/year

~COP150M - 200M/year

+ Equity

+ Bonuses

location_on
Hybrid (Barcelona)
Posted almost 3 years ago

Responsibilities


- Rover's mission is to make it easier to experience the unconditional love of a pet - Named among the 100 Best Companies to Work For in Seattle Business Magazine and Washington’s Best Workplaces in the Puget Sound Business Journal - Committed to fostering a diverse, inclusive, and welcoming community of pet people We are hiring a Customer Experience Manager to join our Barcelona Customer Experience team. The role involves motivating, coaching, and developing a team to ensure world-class customer service for pet parents and pet caregivers. The ideal candidate will have experience in managing or leading teams in operations or customer experience, fluency in English and Spanish, and the ability to think analytically and solve complex problems. If you are passionate about pets and customer service, we want you to join our pack! Responsibilities: - Motivate, coach, and develop 8-10 professional individual contributors and leads 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. - Advocate for the safety of our users and pets. Identify opportunities to better mitigate risk and increase trust. - Partners with workforce management to organize, prioritize and schedule work assignments to meet business needs. - Manage queues to agreed-upon service levels, and strive to raise the bar higher. - Review customer contacts and identify ways to improve the customer experience, as well as own escalated customer contacts and resolve them. - Identifies emerging business problems related to their job function and presents them in a solutions-oriented format. - Handle urgent customer escalations in a timely manner - Availability to work on a shift rotation to cover Saturdays