Trust and Safety Agent - French Speaking

Responsibilities

• Prioritize competing high-priority internal and external customer demands.
• Manage a high volume of severe, dynamic customer contacts with attention to detail, ownership, and follow-through.
• Educate users on maintaining safety and security within the community.
• Handle escalated contacts and escalate concerns to leadership when appropriate.
• Investigate complex, sensitive Trust and Safety cases objectively and neutrally while protecting customer satisfaction and brand image.
• Make quick, accurate decisions under pressure.
• Provide empathetic support during high-stakes emergency situations and guide customers toward efficient solutions.
• Respond to support calls, emails, and SMS messages involving active incidents, assess risks, and route cases appropriately.
• Collaborate with teammates and leadership across locations to identify risks and improve customer experience, policies, tools, and workflows.
• Make decisions during holistic safety reviews, including removal of users who violate community guidelines, policies, or terms of service.
• Maintain confidentiality.
• Investigate complex veterinary claims, including gray-area eligibility decisions.
• Complete additional projects and duties as assigned.

Requirements

• 2+ years of Trust and Safety or similar safety-related experience.
• 1+ year in customer-facing work requiring de-escalation of intense concerns 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 web-based applications, including Zendesk, G Suite, CRM tools, and telephony software.

Nice to Have

• Bachelor’s degree in a related field or equivalent experience.
• Experience using Rover as an owner or sitter.
• Experience with digital marketplaces such as Rover, Airbnb, or Uber.
• 1+ year of experience in veterinary care, animal health clinics, or a related field.
• 1+ year of experience in public relations, communications, social media monitoring, or response.
• Fluency in additional European languages.

Compensation and Benefits

• First-year salary range in Spain: €35,405–€42,915.
• Long-term incentive plan with a company performance-based cash payout.
• Benefits for full-time employees, including a 401(k) match, four weeks of paid time off, medical, dental, and vision insurance, commuter benefits, pet benefits, and other employee perks.