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.
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 Service 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.