[Long-Term and Full-Time] Remote English Customer Service Agent Trust & Safety · ·

Pet Media Group; Stockholms kommun; Hybrid; SEK 300,000 - 420,000; Full time

Benefits offered by this job

Remote work

Job summary

Pet Media Group, a Stockholm-based scale-up, seeks a Trust & Safety Customer Service Agent to support our UK, German, and US marketplaces. The role focuses on moderating listings and delivering high-quality customer support primarily in English and German.

You will use our internal back-office systems and Freshdesk to engage with users and ensure safety and trust across platforms. The position is remote, up to 40 hours/week, with CET evening shifts and most weekends.

Qualifications

• Fluent English and German (written and spoken).
• Excellent communication skills and service mindset.
• Willingness to work in CET evenings and weekends.

Responsibilities

• Moderate listings and provide customer support via email.
• Use internal back-office systems and Freshdesk to communicate with users.
• Meet KPIs for customer satisfaction, moderation targets and quality standards.

Skills

English (business)

German

Communication

Tools

Freshdesk

Job description

About Pet Media Group

Pet Media Group (PMG) is a Stockholm-based scale‑up that acquires, launches, and develops market‑leading pet marketplaces globally, with over 1 million animals rehomed every year throughout Scandinavia (hästnet.se), the UK (pets4homes.co.uk), Europe: Germany (deine-tierwelt.de), Italy (annuncianimali.it), Spain (mundoAnimalia.com), the Netherlands (puppyplaats.nl), and the US (lancasterpuppies.com).

The way pets find new loving homes has virtually remained the same for ages, and we are on a mission to make that process more trusted, safe, and convenient through innovative technology.

What you’ll be doing

As a Trust & Safety Customer Service Agent, you will be responsible for daily communication with our users and stakeholders across our key marketplaces in the UK, Germany, and the US (www.pets4homes.co.uk, www.deine-tierwelt.de, and www.lancasterpuppies.com). You may also occasionally support users on our other marketplaces. The workload is predominantly on our English and German markets, so fluency in English and German is essential. Our users are highly engaged with our platforms, and we take pride in operating safe and responsible marketplaces.

Your daily tasks will include moderating listings and providing customer support via email. You’ll primarily use our internal back‑office systems and Freshdesk to communicate with users. You should be able to consistently meet key performance indicators (KPIs), including customer satisfaction, team moderation targets, and quality standards.

Our websites never sleep! We are looking for a remote team member who is available to work up to 40 hours per week for a long‑term project covering evenings (CET) and ALMOST ALL weekends.

Coverage requirement

• 14:00-23:00 or 15:00-00:00 CET
• Most weekends (flexible time) CET

IMPORTANT: You must be able to work at least three weekends per month.

What you’ll need to succeed

You are an unpretentious and kind person who does not deem any task too big or too small. With excellent communication skills, you take pride in delivering exceptional service, ensuring every customer feels valued and cared for.

You’re organized, detail‑focused, and love solving problems. Working together to find the best solutions is something you enjoy, and your careful eye for detail helps ensure our listings meet high standards before approval.

Requirements

• Passionate about animal welfare and pets
• Being able to provide excellent Customer Support
• Fluent business English and German (written and spoken)
• A proactive and independent mindset
• The ability to challenge existing processes in order to raise the bar both for user happiness and animal welfare

We look forward to receiving your application.