Trust and Safety Agent, French Speaking

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

📋 Description

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

• Oversee a significant volume of high-severity customer interactions with meticulous attention to detail, accountability, and follow-through.

• Educate users on maintaining safety and security while being responsible members of the Rover community.

• Manage escalated customer interactions and appropriately raise concerns to your supervisor when necessary.

• Investigate intricate and sensitive Trust & Safety cases with neutrality and decisiveness.

• Make swift and accurate decisions under pressure.

• Assist customers in finding effective solutions during critical emergency situations.

• Generate and respond to support inquiries via calls, emails, and SMS for ongoing customer incidents.

• Evaluate and direct incidents to the relevant department.

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

• Conduct comprehensive safety reviews that may lead to user removal for policy infringements.

• Uphold confidentiality standards.

• Investigate complex veterinary claims, including those in gray areas.

• Complete additional projects and responsibilities as assigned.

• Assist Rover’s European Trust and Safety team in addressing high-risk customer issues, investigating safety incidents related to animals and people, and maintaining marketplace standards and policies.

⛳️ Requirements

• Minimum of 2 years of experience in Trust and Safety or a related safety field.

• At least 1 year of experience in customer-facing roles that involve de-escalating intense customer concerns or responding to crises.

• Excellent verbal and written communication skills in English.

• High school diploma or equivalent qualification.

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

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

• Fluency in French.

🏝️ Benefits

• Competitive compensation.

• 401k matching.

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

• 4 weeks of paid time off.

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

• Commuter benefits.

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

• Pet benefits, including $1000 towards the adoption of your first dog or cat.

• Stocked fridges, coffee, soda, and plenty of treats (for both humans and dogs), plus free catered lunches monthly.

• Regular team-building activities conducted both in-person and virtually.