Rover.com is hiring: Social Media Specialist in Granite Heights

Social Media Specialist Join to apply for the Social Media Specialist role at Rover.com. 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’re an agile, fast‑growing company, and our leadership comes from some of the world’s most respected tech companies. We are committed to fostering a diverse, inclusive, and welcoming community of pet people—and that starts with our employees. Who We're Looking For You are a Social Media Specialist who thrives in fast‑paced, customer‑facing environments. You never shy away from hard conversations, have experience in de‑escalation and customer support through social media, and possess a passion for assisting and 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 about user sentiment, platform safety, product changes, and emerging trends. Synthesize and analyze risk for complex or high‑visibility issues in real time. Create 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, tool and workflow enhancements. Prioritize and multitask inbound customer contacts by e‑mail, social media, and/or messaging regarding 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 the platform and product usability. Own your mistakes and incorporate feedback and coaching 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 understanding platform nuances for a brand with over 100,000 combined followers, using tools such as Sprinklr, Sprout Social, or similar. High proficiency in storytelling through data presentation for senior leaders. Bachelor’s Degree in communication, public relations, 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, e‑mail, and/or chat support. Benefits Of Working At Rover.com Competitive compensation. 401(k) match. 4 weeks PTO. Competitive benefits package, including medical, dental, and vision insurance. Doggy benefits, including $1,000 toward adopting your first dog. Stocked fridges, coffee, soda, and 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. Rover offers a long‑term incentive plan with 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 during 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 working 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. We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us. #J-18808-Ljbffr