Trust And Safety Agent - German Speaking

Responsibilities

• Prioritize competing high-priority internal and external customer demands.
• Manage a high volume of severe, dynamic customer contacts with ownership, attention to detail, and follow-through.
• Educate users on maintaining safety and security within the Rover community.
• Handle escalated customer contacts and escalate concerns appropriately.
• Investigate complex and sensitive Trust & Safety cases neutrally and decisively while protecting customer satisfaction and brand reputation.
• Make quick, accurate decisions under pressure.
• Respond empathetically and compassionately during high-stakes emergencies and guide customers toward solutions.
• Generate and respond to support calls, emails, and SMS messages for active incidents, including emergency pet care; assess and route incidents to the appropriate department.
• Collaborate with teammates and leadership across locations to identify risks and improve customer experience, policies, tools, and workflows.
• Make decisions in holistic safety reviews, including potential user removal for violations of community guidelines, policies, or terms of service.
• Maintain confidentiality.
• Investigate complex veterinary claims, including gray-area eligibility assessments.
• Complete additional projects and duties as assigned.

Requirements

• 2+ years of Trust & Safety or similar safety-related experience.
• 1+ year in customer-facing roles involving de-escalation of intense concerns or crisis response.
• Strong written and verbal English communication skills.
• Fluency in German.
• High school diploma or equivalent.
• Ability to take accurate typed notes while speaking with customers.
• Familiarity with web applications such as Zendesk, G Suite, CRM tools, and telephony software.

Nice-to-haves

• 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 in veterinary, animal health clinic, or a related industry.
• 1+ year in public relations or communications, including social media monitoring and response.
• Fluency in additional European languages.

Compensation and Benefits

• Spain first-year salary: €35,405–€42,915.
• Long-term incentive plan with a company performance-based cash payout.
• 401(k) match.
• Four weeks of paid time off.
• Medical, dental, and vision insurance.
• Commuter benefits.
• Pet benefits, including $1,000 toward adopting a first dog or cat.
• In-person and virtual team activities.
• The role may require work outside normal business hours, including weekends and holidays, for escalation coverage.