Operations Agent, French Canada Customer Support

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, London, 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're looking for an Operations Agent to join our French-Canada Support Team. You'll be responsible for responding to all French-Canadian customer support contacts, ranging from general customer support inquiries to emergency support. You will also be responsible for completing translation and localization projects on a weekly basis, sometimes on a tight deadline.    
You'll succeed in this role if you treat customers as part of our community because we are all passionate about the same thing. You never settle for good enough and always go above and beyond for a customer. You take the initiative to improve yourself and Rover. You bring your unique experiences and passions to your job every day. 
To be considered for this role, you must be able to work one or both weekend days and holidays. 

What you bring:

• Love for pets and people and a desire to keep them safe
• Commitment to doing what is best for the customer and the company
• Capacity to neutrally and empathetically review all sides and perspectives of a situation
• Ability to multitask and crush sometimes repetitive work while maintaining strong ownership
• Sound judgment, exceptional instincts, and a strong moral compass to help you solve problems quickly, sometimes with limited information
• Desire to question policies to create the most efficient workflows for yourself and others
• An analytical mind and calm demeanor that recognizes trends and patterns in everyday work
• A commitment to continuous learning, growth, and improvement -- for yourself and others
• Comfort with a fast-paced, rapidly changing, and often ambiguous environment
• A tech-savvy, data-driven decision-making process
• Determination and a strong work ethic
• Excitement to make a meaningful contribution to the team from day one!

Your Responsibilities:

• Be an unwavering customer advocate with a commitment to offering World Class Customer Service
• Prioritize and multitask inbound customer contacts by phone, email, and/or messaging
• Manage a large volume of dynamic customer contacts with attention to detail, ownership, and follow-through
• Educate users on how to maintain safety and security while being a responsible member of the Rover community
• Handle escalated customer contacts with coaching and confidently escalate concerns to your leader when appropriate
• Reliably and accurately complete localization and translation projects on time, sometimes with tight deadlines
• Understand and meet expected personal metrics such as: Time to Answer, Time to Resolution, Customer Satisfaction Rating, and more
• Actively participate in team activities and meetings
• Own your mistakes and incorporate feedback and coaching in order to improve

Your Qualifications:

• 1+ years Customer Service experience, or equivalent education or certification
• Strong verbal and written communication skills
• Fluent in Quebec French, both written and verbal

Bonus Qualifications:

• Bachelor’s Degree or equal experience
• Used Rover as an owner or a sitter
• Experience working with CRM tools and/or ZenDesk
• Experience providing phone, email, and/or chat support
• Demonstrated knowledge of Google Docs/Sheets or similar
• Startup experience
• Experience in a call center environment
• 1+ year of Veterinary, Animal Health, or Animal Training experience 
• Professional education in Animal Behavior or