Trust and Safety Agent, German Speaking

🔥 0 minutes ago

🇪🇸 Spain – Remote

💵 €35.4k - €42.9k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

✨ Agent

🚫👨‍🎓 No degree required

👻 Ghost score 0%

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Rover.com

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2011

👥 B2C

🏪 Marketplace

🧘 Wellness

B2C • Marketplace • Wellness

Rover. com is an online platform that connects pet owners with pet sitters, dog walkers, and trainers. The platform offers a variety of services including dog boarding, house sitting, drop-in visits, dog walking, doggy day care, and private dog training. Rover. com ensures the safety and satisfaction of pets and their owners by offering services backed by a guarantee and 24/7 support. It allows pet owners to book trusted sitters and walkers who ensure that pets are cared for in a loving and secure environment, all through an easy-to-use app with secure payment options.

📋 Description

• Support users with specialty Trust and Safety casework • Investigate complex animal- and person-related safety incidents • Provide objective assessments and guidance on remediation • Resolve high-risk, challenging, and sensitive customer issues across Rover’s European operation • Prioritize competing high-priority internal and external customer demands • Manage high volumes of high-severity customer contacts with attention to detail, ownership, and follow-through • Educate users on maintaining safety and security as responsible Rover community members • Handle escalated customer contacts and escalate concerns to leaders when appropriate • Investigate complex Trust & Safety cases neutrally and decisively while maintaining customer satisfaction and Rover’s brand image • Make quick and accurate decisions under pressure • Guide customers to efficient solutions during high-stakes emergency situations • Generate and respond to support calls, emails, and SMS messages for active customer incidents • Assess and route incidents to the appropriate department • Collaborate with teammates and leadership across multiple locations to identify and scope risks and improve customer experience, policy, tooling, and workflows • Own holistic safety reviews that may result in users being removed from the platform for policy violations • Maintain high levels of confidentiality • Investigate complex veterinary claims, including gray-area claim eligibility • Deliver other projects and duties as assigned • Work outside normal business hours and on weekends/holidays when needed for escalation coverage

🎯 Requirements

• 2+ years of Trust and Safety or similar safety related experience • 1+ years of experience in customer facing roles requiring de-escalation of intense customer concerns or crisis response • Strong verbal and written English communication skills • High school diploma or equivalent • Able to quickly take accurate typed notes while talking to members of the Rover community • Familiarity with web based applications such as ZenDesk, GSuite, CRM tools, and Telephony software • Fluency in French • Bachelor’s Degree in a related field or equivalent • Used Rover as an owner or a sitter • Experience in digital marketplaces (Rover, Airbnb, Uber, etc) • 1+ years of experience in the Veterinary or Animal Health Clinic/Industry, or related field • 1+ years experience in public relations/communication, Social media monitoring and response • Fluency in other European languages

🏖️ Benefits

• Competitive compensation • 401k match • Long-term incentive plan with a company performance-based cash payout • 4 weeks PTO • Competitive benefits package, including medical, dental, and vision insurance • Commuter benefits • Bring your dog to work (and unlimited puppy time) • Pet benefits, including $1000 toward adopting your first dog or cat • Stocked fridges, coffee, soda, and lots of treats (for humans and dogs) and free catered lunches monthly • Regular team activities performed in-person and virtually