# Trust and Safety Agent - German Speaking

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

> Investigate sensitive Trust & Safety incidents, support customers during escalations and emergencies, and make objective decisions about safety risks and platform access. The role requires at least two years of relevant experience, customer de-escalation skills, English and French fluency, and availability for weekend coverage.

## Job Description

## 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.

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