Trust and Safety Agent, German 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 a substantial volume of urgent customer interactions.

• Educate users on maintaining safety and security within the Rover community.

• Handle escalated customer interactions and elevate concerns to leadership when necessary.

• Investigate intricate and sensitive Trust & Safety cases in an objective and neutral manner.

• Make prompt and accurate decisions in high-pressure situations.

• Guide customers through critical emergency scenarios and provide efficient solutions.

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

• Evaluate and direct incidents to the appropriate departments.

• Collaborate with colleagues and leadership across various locations regarding customer experience, policy, tooling, and workflow risks.

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

• Maintain confidentiality at all times.

• Investigate complex veterinary claims and evaluate eligibility for claims that fall into gray areas.

• Execute additional projects and tasks assigned by business management.

• Support European operations by resolving high-risk customer issues, investigating safety incidents related to animals and individuals, and ensuring adherence to marketplace standards and policies.

• Be available to work outside of regular business hours and on weekends/holidays when required for escalation coverage.

⛳️ 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 require de-escalation of intense customer issues or crisis management.

• Excellent verbal and written communication skills in English.

• High school diploma or an equivalent qualification.

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

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

• Fluency in German is required.

🏝️ Benefits

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

• 401k matching program.

• 4 weeks of paid time off (PTO).

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

• Commuter benefits.

• Opportunity to 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, snacks, and free catered lunches monthly.

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