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

Written by the T&S Network from Rover's posting.

Front-line Trust and Safety casework for Rover's European marketplace, handling the highest-risk and most sensitive customer situations. The team resolves issues that threaten the company's reputation, investigating complex animal and person safety incidents and enforcing marketplace standards and policies.

What you'd do

• Investigate high-complexity, high-sensitivity Trust and Safety cases neutrally and decisively
• Handle escalated contacts and route urgent incidents to the right department or leader
• Make removal decisions in safety reviews for users who break community guidelines or terms
• Respond to calls, emails and SMS during active incidents such as emergency pet care
• Educate users on staying safe and secure while acting as responsible community members
• Review costly veterinary claims closely and decide which unclear ones qualify for payment
• Work with teammates across locations to scope risks in policy, tooling and workflow

What it asks for

• 2+ years of Trust and Safety or similar safety-related experience
• 1+ years in customer-facing roles involving de-escalation or crisis response
• Fluency in French
• Ability to write and speak clearly and professionally in English
• Quick, accurate typed notes during live conversations
• Familiarity with web applications such as Zendesk, GSuite, CRM tools and telephony software
• High school diploma or equivalent

Worth knowing

• Work may fall outside normal business hours and on weekends or holidays for escalation coverage
• Handles high-severity, high-stakes emergency situations

Our best summary of the posting, and it can be wrong. The employer's posting is what counts: read it in full on Rovernorth_east before you apply. If we got something wrong, report this listing.