Trust and Safety Agent, Account Safety Team

Rover.com

1d • $23 - $26 • Remote

About The Position

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’ve got a reputation for being a great place to work and are proud to be recognized as a top workplace in our area by respected business publications. 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.

Rover’s Account Safety Team is responsible for protecting Rover's reputation by investigating, mitigating and monitoring fraud trends while protecting our customer and business from fraudulent financial losses. You’ll be investigating potential fraud in high volume queues that train our automated detection and drive scalable proactive detection on our platform. The output of your work solidifies our Trust and Safety infrastructure and makes our platform safer for pet parents and sitters alike.

You'll succeed in this role if you have a passion for details and spotting trends, thrive in a high tempo team environment, have a passion for protecting folks from fraud, and have a drive for getting the right solutions for both the customer and the company. You must be impartial, show a high degree of autonomy, and be able to resolve issues requiring analysis of human behavior. Your ability to identify between what is critical and what is secondary will aid you in being effective in this role. You are able to effectively summarize and communicate investigation results, findings, and insights to present to leaders and stakeholders.

To be eligible for this role you must be able to work remotely and reside only in the approved states of FL, GA, ID, NC, TX, WA & MI.

Requirements

• 3+ years of experience in Fraud Operations, Cybercrime, or Identity Services
• Must be available to work a regular schedule including some holidays, and at least one weekend day per week
• High school diploma or equivalent

Nice To Haves

• Bachelor’s Degree in a related field
• Used Rover as an owner or a sitter
• 2+ years in a customer facing support role
• Experience writing SQL queries
• CFE Certification
• 1+ years of experience in Content Moderation
• Two-sided marketplace experience
• Understanding of payments process, cybercrime, and fraud techniques

Responsibilities

• Proactive detection and investigation: Conduct investigations into account takeovers, payment fraud, phishing, and organized fraud rings to mitigate immediate and long term impact.
• Fraud mitigation: Analyze patterns of fraudulent transactions and abusive conduct in a timely manner to protect platform integrity.
• Financial recovery: Proficiently dispute chargebacks, gathering compelling evidence to minimize financial loss and maximize recovery.
• Identity & Authentication: Analyze identity verification and background checks to ensure user authenticity and platform safety.
• Incident management: Triage and resolve account safety-related incidents, including flagged content, harrassment, & Terms of Service violations.
• Account actions: Manage and action appeal requests for deactivated accounts with impartiality and autonomy.
• Subject matter expert: On all things fraud and identity verification, working cross functionally with other operations partners on enterprise-wise initiatives as needed.

Benefits

• Competitive compensation
• 401k match
• 4 weeks of PTO
• Competitive benefits package, including medical, dental, and vision insurance
• Commuter benefits
• Bring your dog to work (and unlimited puppy time)
• Doggy benefits, including $1000 toward adopting your first dog
• Stocked fridges, coffee, soda, and lots of treats (for humans and dogs) and free catered lunches semi-monthly
• Regular team activities performed in-person and virtually

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED