# 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, Google Workspace, CRM, Telephony, Veterinary Claims
**Posted:** 2026-08-25

> Investigates sensitive Trust and Safety incidents, supports customers during emergencies, and makes objective decisions about safety, policy, and veterinary claims. The role requires French fluency, strong English communication, de-escalation experience, and at least two years in Trust and Safety or a related field.

## 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 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.

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