Trust and Safety Agent, German Speaking

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

📋 Description

• Assist users with specialized Trust and Safety casework.

• Examine intricate safety incidents involving animals and individuals.

• Offer impartial evaluations and guidance on corrective measures.

• Address high-risk, complex, and sensitive customer issues throughout Rover’s European operations.

• Manage competing high-priority demands from both internal and external customers.

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

• Educate users on upholding safety and security as responsible members of the Rover community.

• Manage escalated customer inquiries and elevate concerns to leadership when necessary.

• Investigate intricate Trust & Safety cases with neutrality and decisiveness while preserving customer satisfaction and Rover’s brand reputation.

• Make prompt and precise decisions under pressure.

• Direct customers towards effective solutions during critical emergency situations.

• Generate and respond to support inquiries via calls, emails, and SMS related to active customer incidents.

• Evaluate and direct incidents to the relevant department.

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

• Conduct comprehensive safety reviews that may lead to the removal of users from the platform for policy infractions.

• Uphold stringent confidentiality standards.

• Investigate complex veterinary claims, including ambiguous claim eligibility.

• Undertake additional projects and responsibilities as assigned.

• Be available outside regular business hours, including weekends and holidays, for escalation coverage.

⛳️ Requirements

• A minimum of 2 years in Trust and Safety or a similar safety-related role.

• At least 1 year of experience in customer-facing positions that involve de-escalating intense customer concerns or crisis management.

• Excellent verbal and written communication skills in English.

• High school diploma or equivalent qualification.

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

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

• Proficiency in French.

• Bachelor’s degree in a relevant field or equivalent experience.

• Prior experience using Rover as either an owner or a sitter.

• Background in digital marketplaces (Rover, Airbnb, Uber, etc.).

• At least 1 year of experience in the veterinary or animal health clinic/industry, or a related field.

• A minimum of 1 year in public relations/communication, including social media monitoring and response.

• Proficiency in additional European languages.

🏝️ Benefits

• Competitive salary.

• 401k matching program.

• Long-term incentive plan featuring a performance-based cash payout.

• 4 weeks of paid time off (PTO).

• Comprehensive benefits package, which includes medical, dental, and vision coverage.

• Commuter benefits available.

• Opportunity to bring your dog to work (with unlimited puppy time).

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

• Stocked fridges, coffee, soda, and a variety of treats (for both humans and dogs), along with free catered lunches each month.

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