Trust and Safety Agent - German Speaking (Tue-Sat)
Core
Investigate complex Trust & Safety cases, manage high-severity customer contacts, and make neutral decisions on user removals to ensure platform safety.
Role type
Trust and Safety Agent (Customer Support)
Builds
Safe and personalized experiences for pet owners and caregivers on the Rover platform
Domain
Pet care marketplace / Trust and Safety
Deliverable
client delivery
Required skills
Crisis de-escalation, complex case investigation, neutral decision-making, high-volume contact management, veterinary claims assessment, policy enforcement
Preferred skills
Veterinary or animal health industry experience, digital marketplace experience, public relations/communication experience
Technologies
Zendesk, GSuite, CRM tools, Telephony software
Responsibilities
Investigate complex veterinary claims with due diligence, handle escalated customer contacts, educate users on safety and security, generate and respond to support calls/emails/SMS, own decisions in holistic safety reviews regarding user removals, prioritize competing high-priority customer demands
Seniority
Individual Contributor, 2+ years experience