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

2 weeks, 6 days 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 across multiple channels.
  • Investigate complex and sensitive animal- and person-related Trust and Safety cases objectively and confidentially.
  • Handle escalated contacts, provide de-escalation support, and escalate concerns when appropriate.
  • Educate users on safety, security, and Rover Community Guidelines.
  • Make timely decisions under pressure and guide customers toward effective resolutions.
  • Assess and route emergency incidents, including active pet-care situations, to the appropriate teams.
  • Conduct holistic safety reviews and decide whether users should be removed from the platform.
  • Investigate complex veterinary claims, including eligibility for gray-area cases.
  • Collaborate with teams and leadership across locations to identify risks and improve policies, tools, and workflows.
  • Complete additional projects and duties assigned by business management.

Requirements

  • 2+ years of Trust and Safety or similar safety-related experience.
  • 1+ year of customer-facing experience involving de-escalation or crisis response.
  • Fluent French 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 normal business hours, including weekends and holidays, for escalation coverage.
  • 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, social media monitoring, or response 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.
  • Medical, dental, and vision insurance.
  • 401(k) match and commuter benefits.
  • Pet benefits, including €/$1,000 toward adopting a first dog or cat.
  • Dog-friendly workplace with unlimited puppy time.
  • Stocked fridges, 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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