Trust and Safety Agent - German Speaking (Mon-Fri)
Core
Front-line agent investigating complex animal and person-related safety incidents, resolving high-severity customer contacts, and ensuring marketplace standards are upheld for Rover's European operation.
Role type
Trust and Safety Agent (Customer Support)
Builds
Safe and personalized experiences for pet parents and pet care providers across Europe
Domain
Pet care marketplace / Trust and Safety
Deliverable
client delivery
Required skills
De-escalation, impartial investigation, crisis response, quick decision-making under pressure, empathy, confidentiality, note-taking, web application navigation
Preferred skills
Veterinary or animal health industry experience, public relations/communication experience, familiarity with digital marketplaces
Technologies
ZenDesk, GSuite, CRM tools, Telephony software
Responsibilities
Manage high volume of high severity customer contacts; Investigate complex and sensitive Trust & Safety cases; Educate users on safety and security; Handle escalated contacts and route incidents; Make quick decisions under pressure; Guide customers to efficient solutions in emergency situations; Own decisions in holistic safety reviews regarding platform removals; Investigate complex veterinary claims
Seniority
Individual Contributor