Trust and Safety Agent - German Speaking

Responsibilities

• Prioritize competing high-priority internal and external customer demands.
• Manage high-severity customer contacts with attention to detail, ownership, and follow-through.
• Educate users on maintaining safety and security and following community standards.
• Handle escalated customer contacts and escalate concerns appropriately.
• Investigate complex and sensitive Trust & Safety cases objectively and neutrally while protecting customer satisfaction and brand reputation.
• Make quick, accurate decisions under pressure.
• Provide empathetic guidance during emergency and other high-stakes situations.
• Respond to support calls, emails, and SMS messages related to active incidents, assess cases, and route them appropriately.
• Collaborate with teammates and leadership across locations to identify risks and improve customer experience, policy, tooling, and workflows.
• Make decisions in safety reviews, including removing 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 & Safety or similar safety-related experience.
• 1+ year of customer-facing experience involving 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 applications such as Zendesk, G Suite, CRM tools, and telephony software.
• Ability to work outside normal business hours, including weekends and holidays, as needed for escalation coverage.

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 of experience in veterinary or animal health clinics, industry, or a related field.
• 1+ year of experience in public relations, communications, or social media monitoring and 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.
• 401(k) match.
• Four weeks of paid time off.
• Medical, dental, and vision insurance.
• Commuter benefits.
• Pet benefits, including €? [benefit amount not clearly specified in the Spain compensation context].
• Additional employee and pet-related workplace benefits.