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Trust and Safety Agent - French Speaking

3 weeks ago
Spain
Full-time
Junior
Customer Support
Customer and Technical Support
Apply Now
Rover.com

Rover.com

Rover.com is an award-winning technology business dedicated to providing safe, easy, and affordable pet care services. They connect pet parents with a network of trusted pet sitters and dog walkers, offering in-home dog boarding, pet sitting, dog walki...

Diversified Consumer Services
251-1K
Founded 2011
$311M raised
View All Jobs 7

Description

  • Prioritize and manage high-severity customer contacts with accuracy, ownership, and follow-through.
  • Investigate complex and sensitive Trust and Safety cases neutrally and decisively.
  • Handle escalated calls, emails, and SMS incidents, including emergency pet-care situations, and route them appropriately.
  • De-escalate high-stakes situations while providing empathetic, efficient solutions.
  • Educate users on safety, security, and Rover community standards.
  • Make holistic safety decisions, including removing users who violate policies or terms of service.
  • Investigate complex veterinary claims, including gray-area eligibility assessments.
  • Collaborate with teammates and leaders across locations to identify risks and improve policies, tools, and workflows.
  • Maintain confidentiality and escalate concerns appropriately.
  • Work outside normal business hours, including weekends and holidays, as needed for escalation coverage.

Requirements

  • 2+ years of Trust and Safety or similar safety-related experience.
  • 1+ year of customer-facing experience involving de-escalation or crisis response.
  • Strong written and verbal English communication skills.
  • Fluency in French.
  • High school diploma or equivalent.
  • Ability to take accurate typed notes while speaking with customers.
  • Familiarity with Zendesk, GSuite, CRM tools, web applications, and telephony software.
  • Bachelor’s degree in a related field or equivalent experience preferred.
  • Experience with Rover or other digital marketplaces preferred.
  • 1+ year of veterinary, animal health, public relations, communications, or social media monitoring experience preferred.
  • Fluency in additional European languages preferred.

Benefits

  • Spain first-year salary of €35,405–€42,915.
  • Long-term incentive plan with company performance-based cash payout.
  • 401(k) match and competitive benefits, including medical, dental, and vision insurance.
  • Four weeks of paid time off and commuter benefits.
  • Pet benefits, including €/$1,000 toward adopting a first dog or cat, where applicable.
  • Bring-your-dog-to-work policy and unlimited puppy time.
  • Stocked refreshments, monthly catered lunches, and regular in-person and virtual team activities.

Interested in this position?

Apply directly on the company website

Apply Now

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