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Trust and Safety Agent - German Speaking

3 weeks, 1 day 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-volume, high-severity customer contacts with accurate follow-through.
  • Investigate complex and sensitive Trust and Safety cases, veterinary claims, and emergency incidents.
  • Handle escalated contacts through phone, email, and SMS, routing incidents to appropriate teams.
  • Provide impartial guidance and de-escalate customers during high-stakes situations.
  • Educate users on safety, security, Community Guidelines, policies, and Terms of Service.
  • Make safety review decisions, including potential platform removals, while maintaining confidentiality.
  • Collaborate with distributed teams and leadership to identify risks and improve policies, tools, and workflows.
  • Document cases accurately and complete additional projects assigned by management.

Requirements

  • 2+ years of Trust and Safety or similar safety-related experience.
  • 1+ year in a customer-facing role involving de-escalation or crisis response.
  • Fluency in German and strong written and verbal English communication skills.
  • High school diploma or equivalent.
  • Ability to take accurate typed notes while speaking with customers.
  • Familiarity with Zendesk, GSuite, CRM tools, telephony software, and web-based applications.
  • Availability to work outside standard business hours, including weekends and holidays, as needed.
  • Bachelor’s degree 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.
  • Four weeks of paid time off and 401(k) match.
  • Medical, dental, and vision insurance, plus commuter benefits.
  • Pet benefits, including €/$1,000 toward adopting a first dog or cat.
  • Dog-friendly workplace with unlimited puppy time.
  • Monthly catered lunches, stocked refreshments, and regular in-person and virtual team activities.

Interested in this position?

Apply directly on the company website

Apply Now

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