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Trust and Safety Agent - French Speaking (Tue-Sat)

8 hours, 24 minutes 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 animal- and person-related Trust and Safety cases objectively and confidentially.
  • Handle escalated contacts through phone, email, and SMS, routing incidents to the appropriate teams.
  • Provide empathetic de-escalation and guidance during high-stakes or emergency situations.
  • Educate users about safety, security, Community Guidelines, policies, and Terms of Service.
  • Make decisions during holistic safety reviews, including potential user removal from the platform.
  • Investigate complex veterinary claims, including eligibility for gray-area cases.
  • Collaborate with teams across locations to identify risks and improve policies, tools, workflows, and customer experience.
  • Work outside normal business hours, including weekends and holidays, as needed for escalation coverage.
  • Complete additional projects and duties assigned by business management.

Requirements

  • 2+ years of Trust and Safety or similar safety-related experience.
  • 1+ year of experience in customer-facing de-escalation or crisis-response roles.
  • Strong written and verbal English communication skills.
  • Fluency in French; additional European languages preferred.
  • High school diploma or equivalent.
  • Ability to take accurate typed notes while speaking with customers.
  • Familiarity with web applications such as Zendesk, GSuite, CRM tools, and telephony software.
  • Bachelor’s degree in a related field or equivalent experience preferred.
  • Experience with digital marketplaces such as Rover, Airbnb, or Uber preferred.
  • 1+ year of veterinary, animal health, public relations, communications, or social media monitoring experience preferred.
  • Experience using Rover as an owner or sitter preferred.
  • Ability to remain impartial, empathetic, composed, and decisive in high-pressure situations.

Benefits

  • First-year salary in Spain of €35,405–€42,915.
  • Long-term incentive plan with company performance-based cash payout.
  • 401(k) match and competitive 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.
  • Dog-friendly workplace with unlimited puppy time.
  • Stocked refreshments, treats, and monthly catered lunches.
  • Regular in-person and virtual team activities.

Interested in this position?

Apply directly on the company website

Apply Now

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