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Social Media Specialist (Trust and Safety)

1 day, 1 hour ago
United States
Full-time
Mid Level
Social Media Manager
Marketing and Growth
CRM Instagram API TikTok
Apply Now
Rover.com

Rover.com

Rover.com is an award-winning technology business dedicated to providing safe, easy, and affordable pet care services. They connect pet parents with a network of trusted pet sitters and dog walkers, offering in-home dog boarding, pet sitting, dog walki...

Diversified Consumer Services
251-1K
Founded 2011
$311M raised
View All Jobs 3

Description

  • Manage a high volume of escalated customer contacts with attention to detail, ownership, and follow-through.
  • Create voice-of-customer reports using social listening data on user sentiment, platform safety discussions, product changes, and emerging risks.
  • Analyze and synthesize risk for complex or high-visibility issues in real time.
  • Build risk profiles for corporate partnerships using open-source social media information and signals.
  • Moderate Rover-owned social media communities.
  • Work with teammates and leadership across multiple locations to identify customer experience risks and recommend policy, tool, and workflow improvements.
  • Prioritize and handle inbound customer contacts via email, social media, and messaging for escalations and platform inquiries.
  • Participate in team meetings to generate ideas and problem-solving solutions that improve platform safety and usability.
  • Educate users on safety and security while maintaining customer satisfaction and Rover’s brand image.

Requirements

  • Able to work evenings, weekends, and holidays.
  • Able to work remotely and reside only in FL, GA, ID, NC, TX, WA, or MI.
  • Experience managing social media channels such as Facebook, Instagram, TikTok, X, and LinkedIn, with tools like Sprinklr, Sprout Social, or similar.
  • 3+ years in a customer-facing role managing escalated customer interactions.
  • 2+ years of customer-facing interactions involving social media or public communications.
  • Strong verbal and written English communication skills.
  • Bachelor’s degree in communication, public relations, or equivalent experience.
  • High proficiency in storytelling through data presentation for senior leaders.
  • Preferred: experience working with CRM tools and/or Zendesk.
  • Preferred: experience with social media-focused projects or campaigns.
  • Preferred: experience providing phone, email, and/or chat support.
  • Preferred: familiarity with open source intelligence investigations.
  • Preferred: used Rover as an owner or sitter.

Benefits

  • Competitive compensation, including a Washington State hourly range of $28.33-$36.51 for the first year outside the greater Seattle area.
  • Long-term incentive plan with a company performance-based cash payout.
  • Flexible PTO.
  • Medical, dental, and vision insurance.
  • 401(k) match.
  • Commuter benefits.
  • Bring your dog to work and receive unlimited puppy time.
  • Pet benefits, including $1,000 toward adopting your first dog or cat.

Interested in this position?

Apply directly on the company website

Apply Now

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