Trust and Safety Agent - German Speaking (Mon-Fri)

Rover.com; Comunidad de Madrid; On-site; EUR 35,000 - 43,000; Full time

Benefits offered by this job

Competitive compensation 401k match

Long-term incentive plan with cashout

4 weeks PTO

Medical, dental, and vision insurance

Commuter benefits

Bring your dog to work

Job summary

Rover.com in Madrid seeks a Trust & Safety Agent to support European operations. You will tackle high-priority customer cases, investigate safety incidents, and uphold Rover’s community standards with impartiality and empathy.

You’ll work to resolve complex issues, communicate clearly in English and German, and collaborate across teams to maintain trust and protect the Rover brand. Some after-hours work may be required.

Qualifications

• 2+ years of Trust and Safety or similar safety related experience.
• 1+ years in customer facing roles requiring de-escalation 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 community members.
• Familiarity with web-based applications such as Zendesk, GSuite, CRM tools, and Telephony software.
• Fluency in German.

Responsibilities

• Effectively prioritize competing high priority internal and external customer demands.
• Manage a large volume of high severity, dynamic customer contacts with attention to detail and follow-through.
• Educate users on safety and security within the Rover community.
• Handle escalated contacts and escalate as needed to leadership.
• Investigate complex Trust & Safety cases with high complexity and sensitivity, maintaining satisfaction and brand image.
• Make quick, accurate decisions under pressure.
• Remain empathetic in high-stakes emergencies and guide customers to solutions.
• Generate and respond to support calls, emails, and SMS for active incidents.
• Collaborate with teammates across locations to identify risks and improve processes.
• Own decisions in safety reviews regarding policy violations and potential removals.
• Maintain confidentiality and integrity of information.
• Investigate veterinary claims with due diligence and eligibility assessment.
• Contribute to other projects and duties as assigned.

Skills

Trust & Safety experience

De-escalation

English communication

Note taking

Web apps familiarity

German language

Education

High school diploma

Bachelor’s degree (preferred)

Tools

Zendesk

GSuite

CRM tools

Telephony software

Job description

Who we are:

At Rover, pets and their people are at the heart of everything we do. We connect pet parents with trusted pet care across the U.S., Canada, Europe, and Australia.

Headquartered in Seattle and Barcelona, we’re a values driven, fast-growing tech company focused on building safe and personalized experiences tailored to the needs of each unique pet. We’re investing in AI as a business accelerator and provide every team member access to AI tools in service of creating better experiences for our community.

We are proud to be recognized as a great place to work, having been named among the 100 Best Companies to Work For in Seattle Business Magazine and Washington’s Best Workplaces in the Puget Sound Business Journal. At Rover we’re committed to creating an accessible, inclusive, and welcoming community, which starts with our employees.

Want to make an impact? Join our pack and come work (and play!) with us.

Summary:

Rover’s European Trust and Safety team is responsible for supporting Rover's reputation by providing excellent customer care through problem resolution of issues that pose the greatest risk to the company in our most challenging and sensitive situations for our entire European operation. As a Trust and Safety Agent, you will be responsible for supporting users with specialty Trust and Safety casework, investigating complex animal and person related safety incidents, and providing objective assessments and guidance on remediation. You will work as the front-line on issues that are integral to Rover’s mission and longevity by ensuring our marketplace standards and policies are upheld.

Who we're looking for:

You'll succeed in this role if you lean into hard conversations, have experience in de-escalation, and have a passion for getting the right solutions for both the customer and the company. You must be impartial, empathetic, and able to resolve issues in the best interest of our users, platform, and brand image. Your ability to identify between what is critical and what is secondary will aid you in being effective in this role.

In this role you will treat customers as part of our community. You never settle for good enough and strive to deliver above the minimum. You take the initiative to improve yourself and Rover. You bring your unique experiences and passions to your job every day.

The nature of this role may require working outside of normal business hours and on weekends/holidays to ensure adequate escalation coverage.

Your Responsibilities:

• Effectively prioritize competing high priority internal and external customer demands
• Manage a large volume of high severity, dynamic customer contacts with attention to detail, ownership, and follow-through
• Educate users on how to maintain safety and security while being responsible members of the Rover community
• Handle escalated customer contacts and appropriately escape concerns to your leader when appropriate
• Thoughtfully, decisively, and neutrally investigate Trust & Safety cases with high complexity and high sensitivity, maintaining customer satisfaction and Rover's Brand image
• Exhibit the ability to make quick and accurate decisions under pressure
• Consistently remain empathetic, and compassionate in high stakes emergency situations, and guide customers to efficient solutions. You remain level headed, not getting shaken by difficult or complex situations
• Generate and respond to support calls, emails, and SMS messages in support of resolving active customer incidents (e.g., emergency pet care) while quickly assessing and routing incidents to the appropriate department
• Work with teammates and leadership across multiple locations to identify and scope risks related to customer experience, policy, tooling, and workflow improvements
• Own decisions in holistic safety reviews where users may be removed from the platform for not following Rover Community Guidelines, Policies, or Terms of Service
• Maintain high levels of confidentiality
• Investigate complex veterinary claims with due diligence, including assessing eligibility of gray area claims
• Effectively deliver on other projects/duties as assigned by business management

Your Qualifications:

• 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

Preferred Qualifications:

• 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 of Working at Rover.com:

• 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

Compensation:

• In Spain the first-year salary range is €35,405 - €42,915. Additionally, Rover offers a long-term incentive plan with a company performance-based cash payout and benefits to full-time employees
• The cash compensation offered for this role will be dependent on the candidate's experience, qualifications, skills, and abilities as demonstrated in the interview and hiring process

Rover is an equal-opportunity employer committed to promoting a diverse, inclusive, and inventive environment with the best employees. We’re driven by seeing our people succeed and grow, and we work to ensure everyone contributes to their fullest potential. We consider all qualified applicants without regard to age, race, color, ancestry, national origin, religion, disability, protected veteran status, sex, gender identity or expression, sexual orientation, or any other protected status in accordance with applicable laws, regulations, and ordinances.