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Rover: CX & Safety Training
Rover is a marketplace platform that connects pet owners with independent pet sitters and dog walkers. Internal customer support teams play a critical role in maintaining trust and safety across the platform by supporting both customers and sitters when issues arise.
I designed internal training to prepare Rover’s customer experience teams to manage service inquiries, resolve complaints, and respond to safety-related incidents while maintaining a positive customer experience.
The training needed to prepare support teams to navigate situations involving multiple stakeholders:
- Pet owners (customers) seeking care for their pets
- Independent pet sitters providing services through the Rover platform
- Internal support teams are responsible for resolving issues and maintaining trust and safety
Training focused on communication strategies, incident response procedures, and platform policies to ensure consistent and empathetic support.
Project Overview
- Organization: Rover
- Industry: Consumer Services / Marketplace Platform
- Project Type: Customer Experience & Safety Training
- Audience: Internal customer support teams
- Tools: Articulate Storyline, Articulate Rise, Adobe Creative Suite
- My Role: Instructional Designer
My Role & Contributions
I worked with customer experience leaders and trust & safety teams to translate internal policies and operational procedures into structured learning modules.
Key responsibilities included:
- Partnering with SMEs to gather platform policies and escalation procedures
- Structuring learning scenarios based on real customer interactions
- Designing training modules focused on empathy, communication, and resolution workflows
- Developing scenario-based activities to reinforce decision-making
- Supporting review cycles with operations and trust & safety stakeholders
The Challenge
Customer support teams needed to respond quickly and effectively to a wide range of situations, including service complaints, booking issues, and safety concerns.
Training needed to balance operational procedures with communication skills to ensure employees could resolve issues while maintaining trust between pet owners, sitters, and the Rover platform.
Key challenges included:
- Navigating complex situations involving multiple stakeholders
- Ensuring consistent communication across support teams
- Translating internal policies into practical response workflows
Design Approach
Training was designed around scenario-based learning, allowing support teams to practice responding to realistic customer interactions.
Modules focused on:
- Customer communication strategies
- Platform policy interpretation
- Incident escalation procedures
- Maintaining trust and safety standards
Realistic case scenarios helped learners apply policies while practicing empathetic communication with both customers and sitters.
Solution & Development
Interactive learning modules were developed to simulate real support situations encountered by Rover’s customer experience teams.
The training solution included:
- Scenario-based customer support simulations
- Knowledge checks reinforcing platform policies
- Communication frameworks for resolving complaints
- Incident escalation workflows
Modules were developed using Articulate Storyline and integrated into Rover’s internal learning systems.
Support Operations Context
Rover operates a two-sided marketplace connecting pet owners with independent pet sitters and dog walkers. When service concerns, booking issues, or safety incidents occur, internal support teams manage communication between both parties while ensuring platform policies are followed.
To support these teams, training was designed around Rover’s operational support model, which routes cases through a centralized intake system and directs them to specialized teams responsible for customer experience and safety resolution.
Operational Support Model
Training Approach
This operational model informed the design of role-specific training for Rover’s internal support teams. Customer Experience and Trust & Safety employees required different skills, workflows, and decision frameworks depending on the types of cases they managed.
Training was structured to support the full case lifecycle—from initial intake and triage to customer communication, incident investigation, and policy-based resolution.
The learning solution was implemented through Rover’s LMS to support structured onboarding, role-based training paths, and ongoing skill development for support teams.
The following project plan outlines how the training program was structured and deployed within the learning platform.
LMS Migration Project Plan
To support Rover’s LMS migration, I developed a detailed project plan to coordinate the redesign, QA, and migration of training modules across multiple teams.
The plan tracked lesson prioritization, content redesign, stakeholder review cycles, and production timelines to keep development aligned during the transition.
This framework helped ensure training content was rebuilt efficiently in Adobe Captivate while maintaining consistency across modules and meeting the LMS migration timeline.
Project Scope & Tools
- Adobe Captivate 2023
- Lessonly LMS migration
- Google Sheets & Docs for project planning and tracking, and content collaboration
- Confluence for documentation and stakeholder reference
Outcome
The redesigned training modules supported Rover’s LMS migration while improving the clarity and usability of customer experience training materials.
The updated structure made course content easier for support teams to navigate and aligned learning modules with operational workflows.
Skills Demonstrated
- Instructional Design
- Adobe Captivate
- Learning Experience Design
- Training Redesign
- LMS Migration Support
- Interactive Learning Development
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Ria Benavides | Instructional Design
© 2026 Ria Benavides
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