Social Media Specialist – Trust and Safety

This is a fully remote position, open to applicants in Florida, +5 more states.

📋 Description

• Oversee a substantial volume of dynamic and escalated customer interactions with meticulous attention to detail, accountability, and follow-through.

• Generate Voice of Customer reports utilizing social listening data regarding user sentiment, off-platform discussions related to platform safety, customer feelings about product changes, and early risk assessment of emerging trends.

• Analyze and synthesize risk for complex or high-visibility issues in real-time.

• Develop risk profiles for corporate partnerships based on publicly available social media information and signals.

• Moderate social media communities owned by Rover.

• Collaborate with teammates and leadership across various locations to identify risks affecting customer experiences and propose policy enhancements and improvements to tools and workflows.

• Effectively prioritize and manage multiple inbound customer interactions via email, social media, and/or messaging concerning escalated customer issues and platform inquiries.

• Actively engage in team meetings, contributing ideas and offering solutions to enhance platform safety and product usability.

• Take ownership of mistakes and integrate feedback and coaching to foster improvement.

• Uphold high levels of confidentiality.

• Educate users on maintaining safety and security while being responsible members of the Rover community.

• Resolve complex situations to ensure customer satisfaction and protect Rover’s brand image.

⛳️ Requirements

• Availability to work evenings, weekends, and holidays.

• Must be able to work remotely and reside only in the approved states of FL, GA, ID, NC, TX, WA & MI.

• Experience in managing social media channels (Facebook, Instagram, TikTok, X, LinkedIn) and understanding the specific nuances necessary for success on each platform for a brand with over 100,000 combined followers, utilizing tools such as Sprinklr, Sprout Social, or similar.

• High proficiency in storytelling through data presentation for senior leadership.

• Bachelor’s Degree in communication, public relations, or a related field, or equivalent experience.

• Minimum of 3 years in a customer-facing role managing escalated customer interactions.

• At least 2 years of customer-facing interactions involving social media or public communications.

• Strong verbal and written communication skills in English.

• Experience using Rover as either an owner or a sitter.

• Familiarity with CRM tools and/or ZenDesk.

• Experience working on social media-focused projects or campaigns.

• Experience providing support via phone, email, and/or chat.

• Knowledgeable in Open Source Intelligence Investigations.

🏝️ Benefits

• 401k matching.

• Long-term incentive plan with a cash payout based on company performance.

• Flexible PTO.

• Competitive benefits package, including medical, dental, and vision insurance.

• Commuter benefits.

• Bring your dog to work (and enjoy unlimited puppy time).

• Pet benefits, including $1000 towards adopting your first dog or cat.

• Stocked fridges, coffee, soda, and a variety of treats (for both humans and dogs), along with free catered lunches monthly.

• Regular team activities conducted in-person and virtually.