Trust and Safety Agent, German Speaking

🕒 August 25

🇪🇸 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

• Prioritize competing high-priority internal and external customer demands • Manage high volumes of high-severity, dynamic customer contacts • Educate users on maintaining safety and security within the Rover community • Handle escalated customer contacts and escalate concerns to leaders when appropriate • Investigate complex and sensitive Trust & Safety cases objectively and neutrally • Make quick and accurate decisions under pressure • Guide customers through high-stakes emergency situations and efficient solutions • Generate and respond to support calls, emails, and SMS messages for active customer incidents • Assess and route incidents to appropriate departments • Collaborate with teammates and leadership across multiple locations on customer experience, policy, tooling, and workflow risks • Conduct holistic safety reviews and make platform-removal decisions for policy violations • Maintain confidentiality • Investigate complex veterinary claims and assess gray-area claim eligibility • Deliver other projects and duties assigned by business management • Support European operations by resolving high-risk customer issues, investigating animal- and person-related safety incidents, and upholding marketplace standards and policies • 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 German

🏖️ Benefits

• Long-term incentive plan with a company performance-based cash payout • 401k match • 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, treats, and free catered lunches monthly • Regular team activities performed in-person and virtually