# Trust and Safety Agent - French Speaking

**Company:** [Rover](https://hotfix.jobs/companies/rover)
**Location:** Remote
**Role:** Customer Support
**Salary:** €35k – €43k/yr
**Experience:** 2+ years
**Skills:** Trust And Safety, De-Escalation, Crisis Response, Zendesk, G Suite, CRM, Telephony Software, Veterinary Claims, Social Media Monitoring, Customer Support
**Posted:** 2026-08-27

> Investigates complex Trust and Safety incidents, veterinary claims, and escalated customer concerns while providing empathetic, objective crisis support. Requires 2+ years of relevant safety experience, de-escalation skills, English and French fluency, and familiarity with customer-support tools.

## Job Description

## 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.

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