The Role
The Social Media Specialist will manage customer interactions on social media, create voice of customer reports, moderate communities, and collaborate with teams to enhance the customer experience while handling escalations effectively.
Summary Generated by Built In
Who We Are:
Want to make an impact? Join our pack and come work (and play!) with us.
We believe everyone deserves the unconditional love of a pet—and at Rover, our mission is to make it easier to experience that love. Founded in 2011, the Rover app and website connect dog and cat parents with loving pet sitters and dog walkers in neighborhoods across the US, Canada, and Europe. We empower our community of trusted pet sitters and dog walkers to run their own pet care businesses on Rover with the tools and security of a global company to back them.
Headquartered in Seattle, Washington, we work closely with our teams in Barcelona and remote locations. We’ve got a reputation for being a great place to work and are proud to be recognized as a top workplace in our area by respected business publications. We're an agile, fast-growing company, and our leadership comes from some of the world's most respected tech companies.
At Rover, our furry coworkers are just as important as our human ones—and we wouldn’t have it any other way. Along with making the joys of pet parenthood more accessible, we’re committed to fostering a diverse, inclusive, and welcoming community of pet people—and that starts with our employees.
Who we're looking for:
We are looking for a Social Media Specialist to join our Social Media Team. You'll succeed in this role if you never shy away from hard conversations, have experience in de-escalation, customer support through social media, and have a passion for assisting & delighting customers. Clear communication skills and experience in social media management are a must. You must be impartial, empathetic, and able to resolve issues in the best interest of our users, platform, and brand image.
To be considered for this role, you must:
- Be able to work evenings, weekends and holidays.
- Be able to work remotely and reside only in the approved states of FL, GA, ID, NC, TX, WA & MI.
Your Responsibilities:
- Create Voice of Customer reports using social listening data around user sentiment, off platform discussions of platform safety, customer sentiment around product changes, and early warning risk assessment of emerging trends.
- Synthesizing and analyzing risk for complex or high-visibility issues in real-time.
- Creating risk profiles for corporate partnerships based on open source social media information and signal
- Moderate Rover-owned Social media communities
- Work with teammates and leadership across multiple locations to surface risks to customer experience and suggest policy improvements and tool and workflow enhancements
- Prioritize and multitask inbound customer contacts by email, social media, and/or messaging regarding customer escalations and platform inquiries
- Manage a large volume of dynamic, escalated customer contacts with attention to detail, ownership, and follow-through
- Actively participate in team meetings, generating ideas and offering problem-solving solutions to improve safety of platform and product usability.
- Own your mistakes and incorporate feedback and coaching in order to improve
- Maintain high levels of confidentiality
- Educate users on how to maintain safety and security while being responsible members of the Rover community
- Problem-solve complex situations to maintain customer satisfaction and Rover’s Brand image
Your Qualifications:
- Experience managing Social Media Channels (Facebook, Instagram, TikTok, X, LinkedIn) and specific nuances to being successful on each platform for a brand with over 100,000 combined followers using tools such as Sprinklr, Sprout Social, or similar
- High proficiency in story telling through data presentation for senior leaders
- Bachelor’s Degree in communication, public relations, etc or equivalent experience
- 3+ years in a customer facing role that managed escalated customer interactions
- 2+ years of customer facing interactions involving social media or public communications
- Strong verbal and written English communication skills
Your Bonus Skills:
- Used Rover as an owner or a sitter
- Experience working with CRM tools and/or ZenDesk
- Experience working on Social Media focused projects, or campaigns
- Experience providing phone, email, and/or chat support
Benefits of Working at Rover.com:
- Competitive compensation
- 401k match
- 4 weeks PTO
- Competitive benefits package, including medical, dental, and vision insurance
- Doggy benefits, including $1000 toward adopting your first dog
- Stocked fridges, coffee, soda, and lots of treats (for humans and dogs) and free catered lunches semi-monthly
- Regular team activities performed in-person and virtually
Compensation:
- In Washington State outside of the greater Seattle area the first-year hourly range is $28.33-$36.51. Additionally, Rover offers a long-term incentive plan with a company performance-based cash payout and benefits to full-time 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.
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 are committed to work with you to look for 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.
Top Skills
Crm Tools
Instagram
Linkedin)
Social Media Platforms (Facebook
Sprinklr
Sprout Social
Tiktok
X
Zendesk
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The Company
What We Do
At Rover, everyone has ownership of their work and the opportunity to make a true impact. We believe that being diverse and inclusive is key to our success and encourage every employee to share their unique perspective while being their true self.
We believe everyone deserves the unconditional love of a pet, and Rover exists to make it easier to experience that love. We’re supporting dog owners and empowering dog sitters to run thriving pet-care businesses in your neighborhoods. The Rover app and website connect dog and cat parents with loving pet sitters and dog walkers in neighborhoods across the US, Canada, and Europe.
