Customer Experience Agent - Swedish/Norwegian (6-Month Contract)

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, San Antonio, Spokane, and remote locations. We’ve got a reputation for being a great place to work, having been named among the 100 Best Companies to Work For in Seattle Business Magazine and Washington’s Best Workplaces in the Puget Sound Business Journal. 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 seeking passionate, self-motivated individuals with excellent communication skills, who can stay calm under pressure and work independently in a fast-paced environment. Ideal candidates have experience in customer support, are fluent in Swedish / Norwegian and are eager to contribute to a dynamic remote team in Spain.

This role plays a crucial role in ensuring customer satisfaction and safety across markets in Europe. This is an entry-level position that focuses on handling general customer inquiries and related tasks. Your primary responsibilities include handling customer inquiries issues through various channels, meeting performance expectations, and maintaining product knowledge. The role is Monday to Friday with the expectation to cover Saturdays and bank holidays on a rotational basis.

*This role is a 6 months fixed-term contract*

• Address customer inquiries and resolve issues to ensure user satisfaction
• Handle all customer and Trust & Safety inquiries and issues via multiple channels, including messaging, inbound/outbound calls, email, and API, ensuring friendly and efficient resolution.
• Collaborate with internal teams and stakeholders to address complex issues and improve overall customer experience and safety.
• Adhere to platform standards and policies to maintain marketplace integrity.
• Identify and highlight process improvements and contribute to the team's success.
• Treat customers as part of our community, demonstrating a passion for exceptional service. 
• Support ad-hoc projects and initiatives as needed.

• High school diploma or equivalent required
• Ability to convey information clearly and effectively to customers and team members, both verbally and in writing
• Customer-focused approach  and driven by a desire to achieve and surpass performance metrics, with a commitment to delivering exceptional service and results
• Comfortable working according to given daily schedule and availability to work Saturdays and Bank Holidays on rotation basis 
• Solutions mindset: passion to find the right solution for Customer, and resolve the issue overcoming 
• Quick learner: ability to ramp up quickly and act on feedback constructive
• Flexible. Everything can change very quickly and you know how to adapt
• Love being part of a dynamic team in a growing company
• Punctual attendance and reliability
• Adaptability to Change
• Fluent level of English, and the languages highlighted above is required
• Must reside in Spain
• Available to start in early-April

• Experience in customer support or call centers, where handling inquiries, complaints, and providing solutions was a primary responsibility
• Experience in roles focused on maintaining platform integrity, dealing with content moderation, user safety, and compliance with safety standards and policies
• Ability to work independently in a fast-paced environment
• Experience working in a performance-driven culture 
• Previous experience using Zendesk, Slack, Atlassian, etc
• Proficiency in Danish or Finnish and another European language

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.