Petsit’s Trust & Safety Team is responsible for supporting Petsit’s reputation by providing excellent customer care through the prevention and resolution of issues that pose a risk to the company. The Trust & Safety team resolves any possible risk to customers or anything that negatively impacts the customer experience through incident investigation, analysis, and enforcement of Petsit’s terms and conditions. We work with business groups to recommend process and policy changes that improve the customer experience and safety of our marketplace.
Summary:
As a Trust & Safety Agent, you will work as the front-line support, assisting customers with highly escalated & emergency issues related to pet & Petsit community safety. This work is integral to Petsit’s mission and longevity, by ensuring our marketplace standards and policies are upheld. Your work will help resolve critical issues and support our users through multiple work streams including: inbound/outbound calls, and email.
Who we’re looking for:
You will 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 Petsit. You bring your unique experiences and passions to your job every day.
Your Responsibilities:
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- Provide inbound and/or outbound customer service for users in crisis.
- Conduct background checks on pet sitters/walkers/groomers joining Petsit
- De-escalate and educate callers, through clear and accurate exchange of information that leads to a successful resolution and improved marketplace safety.
- Generate and respond to support tickets, emails, and SMS messages in support of resolving active customer incidents e.g. emergency pet care.
- Escalate incidents that require further investigation to the appropriate department.
- Take on ad-hoc duties/projects as assigned by business management as needed.
- Put our user’s first by helping them with empathy and confidentiality in difficult situations.
Your Qualifications:
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- 3+ years of experience as a Customer Service Representative in a non-scripted contact center environment or related field
- 2+ years of experience working in a fast-paced, high volume and high stress environment.
- Experience in a veterinary clinic/pet industry is preferred
- Ability to remain empathetic, and compassionate in high stakes emergency situations, and guide customers to efficient solutions.
- High school diploma
- Ability to establish a connection and trust over the phone, email and text platforms while empathizing with the customer and following the Trust and Safety policies and procedures.
- Ability to work independently with limited supervision
- Experience maintaining composure in complex situations
- Ability to make quick and thoughtful decisions under pressure in an ambiguous environment
- Experience identifying root causes of customer service issues and areas of improvement while providing feedback to internal stakeholders
- Able to quickly take accurate typed notes and while talking to members of the Rover community.
- Familiarity with web based applications such as GSuite, CRM tools, and Telephony software.
- Our equipment will require you to have a Cable, DSL, or Fiberoptic internet. For optimal connections, a connection speed of 100 mpbs is preferred
Petsit 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 work 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 at support@petsit.vip to request accommodation.
Petsit
Accountant
Who we’re looking for:
We are seeking an Accountant to join the growing accounting team at Petsit. The position will report to the Accounting Manager. Your primary responsibilities will be to record general ledger journal entries, maintain and own reconciliations, prepare and complete month-end close procedures, and work on various ad-hoc projects. You are curious, accountable, detail-oriented and have excellent organization and communication skills. You thrive in a fast-paced, change-oriented environment, while maintaining a sense of creativity and humor. Public company and/or big-4 audit experience is a plus.
Your Responsibilities:
- Prepare and record general ledger journal entries such as banking, prepaids, fixed assets, and accruals for all entities (US and international)
- Perform account reconciliations in a timely manner and resolve variances each month
- Assist with month-end financial reporting and perform monthly variance analysis
- Assist with the preparation of financial statements, supporting schedules
- Assist with documentation and monitoring of internal controls
- Assist with ad-hoc corporate accounting and finance projects as needed
Your Qualifications:
- Bachelor’s Degree in Accounting or Finance required
- 1-3 years of experience in accounting
- Knowledge of Generally Accepted Accounting Principles (GAAP)
- Detail-oriented with strong organization, time management, and problem-solving skills
- Proven ability to work independently and collaboratively with a wide variety of personnel
- Excellent verbal and written communication skills
- Strong track record of trust, integrity, and teamwork
- High proficiency with Microsoft Office products
Your Bonus Skills:
- CPA or other financial certification/advanced degree
- Big-4 audit and/or public company experience
- Comfortable working in a fast-paced environment with change and ambiguity
- Familiarity with NetSuite, Blackline, and/or Audit Board
Benefits of working at Petsit.vip:
- Competitive compensation
- 401k Match
- Equity
- Flexible PTO
- Competitive benefits package, including medical, dental, and vision insurance
- Commuter benefits
- Pet benefits, including $1,000 toward adopting your first dog or cat
Petsit 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 work 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 at support@petsit.vip to request accommodation.