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.
***This position is approved for remote work in the following states only: WA, NC, TX, ID, GA, NC and FL***
Who we're looking for:
We're looking for a Content Writer/Editor to join the Rover Skills and Knowledge Program Management team. In this role, you'll equip customers and employees with the knowledge they need to successfully use Rover’s platform and services by writing, editing, organizing, and managing compelling, high-quality content and communications for the Rover Help Center and in Rover’s internal knowledge management system. You’ll act as a key link between our engineering, product, marketing, and internal operations teams to create content and communications that drive self-service on the platform. You’ll also equip our customer-facing agents to succeed in their roles by writing and editing our internal workflow, policy, and process documentation and job aids.
Can you communicate complex information clearly and concisely without relying on jargon? Are you passionate about solving problems and improving customer and employee experiences? Let’s chat!
Your responsibilities:
- Write, edit, and optimize articles for the Rover Help Center and Rover’s internal employee knowledge management system (Confluence) using content creation tools, systems, and best practices
- Design new and update existing employee and customer-facing content and communications using independent judgment and decision-making as to the best structure and modality for the need
- Conduct needs analyses with cross-functional teams such as Product, Marketing, Public Relations and Engineering stakeholders, then make prioritization decisions about content and communication next steps for all Ops audiences
- Conduct SME-as-Content Writer upskilling sessions, and own the decision for certifications of SME-as-Content Writers
- Analyze employee and customer behavior within our knowledge base tools to identify successes and opportunities to improve the content and organization of the Help Center and Confluence.. Then, update and edit existing material to improve customer self-service rate and frontline employee metrics performance
- Prepare content for localization efforts and participate in localization project teams
- Manage content-related projects for multiple stakeholders
- Identify and action process improvements and tool optimizations
- Use data to measure content performance and drive better results
- Make strategic choices about knowledge base and Help Center organization and logic that enables employees and customers to find what they need when they need it
- Domestic and international travel as required for vendor onboarding, up to 8% of time per year
Your qualifications:
- 2 to 5 years of experience writing and editing customer and employee-facing content
- Experience working with a team of product/program managers and managing stakeholders at various levels
- Strong critical thinking and problem-solving skills
- Thrives working within ambiguity and comfortable with a high degree of autonomy
- Demonstrated ability to communicate in a clear, concise manner
- Customer-focused (advocates for the customer experience)
Your bonus skills:
- Experience working at a tech company or in a startup environment
- Experience working in a marketplace or B2C organization
- Experience working with customer support teams
Benefits of working at Rover.com:
- Competitive compensation
- 401k
- Company equity
- Flexible 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 (currently on hold due to Covid19)
- Regular team activities, including happy hours, snow tubing, game nights, and more (currently performed virtually and in-person)
Compensation:
- In Washington State outside of the greater Seattle area the first year salary range is $74,894 - $95,865. Additionally Rover offers equity (RSU’s) and benefits to all employees.
- The cash compensation offered for this role will be dependent on the candidate's experience, qualifications, skills and abilities as demonstrated in 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 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 to request accommodation.
