Trust and Safety Agent – French Speaking

This is a fully remote position, open to applicants in Spain.

📋 Description

• Prioritize competing demands from both internal and external customers that are of high importance.

• Manage high-severity customer interactions with meticulous attention to detail, ownership, and thorough follow-up.

• Educate users on how to maintain safety and security within the Rover community.

• Handle escalated customer issues and escalate concerns to leadership as necessary.

• Investigate complex and sensitive Trust & Safety cases.

• Make swift and precise decisions under pressure.

• Respond with empathy and compassion during critical emergency situations.

• Generate and answer support calls, emails, and SMS messages related to active customer incidents.

• Assess and direct incidents to the appropriate department.

• Collaborate with colleagues and leadership across various locations to identify risks and enhance customer experience, policy, tooling, and workflows.

• Conduct comprehensive safety reviews and make decisions regarding platform removal for policy violations.

• Maintain confidentiality at all times.

• Investigate complex veterinary claims, including assessing gray-area eligibility.

• Complete additional projects and tasks as assigned by business management.

• Support European operations by addressing high-risk customer issues and upholding marketplace standards and policies.

• Be available to work outside of normal business hours and on weekends/holidays as needed for escalation coverage.

⛳️ Requirements

• 2+ years of experience in Trust and Safety or a similar safety-related field.

• 1+ years of experience in customer-facing roles that require de-escalation of intense customer concerns or crisis response.

• Strong verbal and written communication skills in English.

• High school diploma or equivalent qualification.

• Ability to quickly take accurate typed notes while engaging with members of the Rover community.

• Familiarity with web-based applications such as ZenDesk, GSuite, CRM tools, and telephony software.

• Fluency in French.

🏝️ Benefits

• Long-term incentive plan with a cash payout based on company performance.

• 401k matching.

• 4 weeks of paid time off (PTO).

• Competitive benefits package, including medical, dental, and vision insurance.

• Commuter benefits available.

• Bring your dog to work (and enjoy unlimited puppy time).

• Pet benefits, including $1000 towards adopting your first dog or cat.

• Stocked fridges with coffee, soda, and plenty of treats (for both humans and dogs).

• Monthly free catered lunches.

• Regular team activities held both in-person and virtually.

• Access to AI tools.