Trust and Safety Agent - French 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 as members of the community.
• Handle escalated contacts and escalate concerns appropriately.
• Investigate complex, sensitive Trust and Safety cases neutrally and decisively.
• Make quick, accurate decisions under pressure.
• Support customers during high-stakes emergencies with empathy and compassion.
• Respond to support calls, emails, and SMS messages related to active incidents, including emergency pet care.
• Assess and route incidents to the appropriate department.
• Collaborate across teams to identify risks and improve customer experience, policy, tooling, and workflows.
• Conduct holistic safety reviews and make platform-removal decisions for policy violations.
• Maintain confidentiality.
• Investigate complex veterinary claims, including gray-area eligibility assessments.
• Complete other assigned projects and duties.

Requirements

• 2+ years of Trust and Safety or similar safety-related experience.
• 1+ year of customer-facing experience involving de-escalation or crisis response.
• Strong verbal and written 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, GSuite, CRM tools, and telephony software.
• Availability to work outside normal business hours and on weekends or holidays as needed.

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, 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.
• 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.
• Dog-friendly workplace and stocked refreshments.
• Regular in-person and virtual team activities.