Safety and Compliance Specialist

Are you looking for an opportunity to work in a rapidly growing environment that does meaningful work? If so, we may be the business for you! We are Wag! and we provide thorough, fast, and high quality support for our platform's pet caregivers, pet parents, and the pets we all love. 

The Safety & Compliance Team handles some of Wag’s most sensitive cases and we are seeking an empathetic, principled representative who can help this team deliver outstanding care for our customers. We are looking for people who are hungry to learn, love pets, and want to support our community, and most importantly, want to provide world class customer service.

ABOUT THE ROLE

As a Safety & Compliance Specialist, you will investigate, manage, and resolve claims that occur throughout the region in connection with the Wag! app. You will also work in collaboration with internal stakeholders with a focus on timely routing and resolution of claims. As a subject matter expert, you will assist with complex inquiries while collaborating with fellow Specialists on the team. 

This role will be a work from home schedule, with department hours of operation between 6:00 AM - 10:00 PM (MST), 365 days a year. Please be advised weekend and holiday shifts are required. The introductory shift for this position will be one of the following:

• 11:30 AM - 8:00 PM (MST)
  • Tuesday - Saturday 
  • Sunday - Thursday
• 8:00 AM - 4:30PM (MST)
  • Tuesday - Saturday

WHAT IS THIS ROLE ALL ABOUT?

• Investigate reports of loss and supporting materials to accurately identify liability, insurance exposure, and Community Guidelines Violations and enforce compliance.
• Demonstrate critical thinking while adhering to Wag! claims processes and established procedures.
• Apply existing knowledge to assist with higher complexity claims and edge cases.  
• Obtain and review all documentation relevant to the assigned Safety & Compliance Team.
• Appropriately leverage technology and process improvements to achieve continuous and sustainable improvements in effectiveness and efficiency.
• Identifies, recommends, and implements new solutions to meet customer care needs.
• Partner to build standard processes for training design with continued alignment amongst the organization.

The Safety & Compliance team handles incidents that have been escalated from multiple avenues. We are looking for an empathetic, principled representative who can help this team deliver outstanding care for pet parents, pet caregivers, and pets.  

• Proactively contact  Wag! Customers and Third-Parties to gather information regarding Safety & Compliance cases.
• Obtain and review all documentation relevant to the assigned Safety & Compliance Team.
• Appropriately leverage technology and process improvements to achieve continuous and sustainable improvements in effectiveness and efficiency.
• Identify, recommend, and implement new solutions to meet Customer care needs.
• Conduct investigations to detect Wag! Community Guideline Violations and enforce compliance. ​​
• Uses a combination of established protocols, unbiased investigation tactics and sound judgment to handle unique circumstances and edge cases.

WHAT ARE YOU ALL ABOUT?

• 2 years experience in Customer Support (safety, risk mitigation, or compliance experience preferred)
• Strong communication skills both verbal and written
• Experience with conducting investigations to detect community guideline violations and enforce compliance. 
• Open availability to work nights, weekends, and some holidays.
• Positive team mentality, and the desire to help the group grow as individuals and as a team.
• Experience in delivering customer support through multiple contact channels, including phone correspondence, e-mail, and SMS.
• Ability to provide escalated support on complex matters which may include interaction with law enforcement and animal control.
• Proven computer proficiency including typing and efficiently navigating between multiple screens and systems. Proficiency with Microsoft Office and G-suite.
• Excellent service philosophy and understanding of the challenges in providing a superior customer experience while controlling costs in a growth environment.
• A successful track record in achieving and exceeding operational goals.
• Strong communication skills, able to interact with customers, peers, and leadership.
• Critical thinking skills and the ability to make crucial decisions quickly. Prioritizing cases by the level of importance and level of urgency
• Multitasking and organization - During their shifts, specialists process many cases that they may have to prioritize by order of importance. They should be able to calmly respond to each one and keep organized records of details, locations, and needs. 

About Us: 

Wag! Group Co. (“Wag!”, PET on Nasdaq) strives to be the #1 platform for busy pet parents, offering access to 5-star dog walking, pet sitting, expert pet advice, wellness plans, and one-on-one training from Wag!’s community of 400,000 local pet caregivers nationwide, in addition to pet insurance options from the leading pet insurance companies. Making pet parents happy is what Wag! does best. With safety and wellness at the forefront, Wag! has a trusted record of experience with more than 12 million pet care services completed by pet caregivers on the Wag! Platform, across 5,300 cities and 50 states, with pet parents rating 96% of services as 5-star. Wag! also operates Petted.com, the nation's largest pet insurance comparison marketplace, Furmacy.com, a local pharmacy which supports busy veterinary clinics, and the Wag! Pet Caregiver App, which empowers pet caregivers to care for pets in their neighborhood and earn real money. For more information, visit wag.co.

The compensation package for this role includes a market competitive salary (or hourly rate), equity for all full time roles, exceptional benefits, and, for a very limited subset of roles, commissions plans. Our expected cash compensation, hourly rate range for this role is:

$19.00 - $21.50 an hour in Arizona

$19.00 - $21.50 an hour in Texas

$1.90 an hour shift differential for 6:00 PM - 10:00 PM business hours and weekend shifts 

We are hiring for multiple levels and locations including the above as well as remote in some states, so final offers may vary from the amounts listed based on geography, experience and expertise, training, transferable skills and other factors. We are an equal opportunity employer and are committed to providing a positive interview experience for every candidate. If accommodations due to a disability or medical condition are needed, connect with us via email at recruiting@wagwalking.com. If you have any locations about the role, working remote from a certain city or state, and/or anything else please don't hesitate to reach out to the recruiting team via email at recruiting@wagwalking.com. Check out our careers page https://wagwalking.bamboohr.com/careers to get to know us better as you think about your next step at Wag!.

This role is planned to be a permanent fully remote role, with remote locations preferably in Arizona or Texas. Wag! currently has physical office locations in San Francisco, California and Phoenix, Arizona. If your remote work location ends up being near one of our current physical offices then the successful candidate is welcome to come in and work at the office during the week!

Salary : $19 - $22