TL;DR

Social Media Specialist (Social Media Management): Creating and analyzing voice of customer reports from social listening data with an accent on real-time risk assessment and community moderation. Focus on managing complex escalated customer contacts through social media channels and problem-solving to maintain brand image.

Location: Remote, must reside only in the approved US states of FL, GA, ID, NC, TX, WA & MI.

Salary: $30.88–$39.79 per hour (Washington State, outside greater Seattle area)

Company

Rover is a mission-driven company connecting pet parents with loving pet sitters and dog walkers across the US, Canada, and Europe via its app and website.

What you will do

Create Voice of Customer reports using social listening data and assess emerging trends.
Synthesize and analyze risk for complex or high-visibility issues in real-time.
Create risk profiles for corporate partnerships based on social media information.
Moderate Rover-owned social media communities.
Prioritize and multitask inbound customer contacts across email, social media, and messaging regarding escalations and inquiries.
Problem-solve complex situations to maintain customer satisfaction and Rover’s brand image.

Requirements

Ability 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.
3+ years in a customer-facing role managing escalated customer interactions.
2+ years of customer-facing interactions involving social media or public communications.
Experience managing Social Media Channels (Facebook, Instagram, TikTok, X, LinkedIn) for a brand with over 100,000 combined followers using tools like Sprinklr or Sprout Social.
Strong verbal and written English communication skills.

Nice to have

Experience using Rover as an owner or sitter.
Experience working with CRM tools and/or ZenDesk.
Experience working on social media focused projects or campaigns.

Culture & Benefits

Competitive compensation and 401k match.
4 weeks PTO.
Comprehensive benefits package, including medical, dental, and vision insurance.
Doggy benefits, including $1000 toward adopting your first dog.
Stocked fridges, coffee, treats, and free catered lunches semi-monthly.
Regular team activities performed in-person and virtually.