Trust and Safety Agent - French Speaking (Tue-Sat)

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 complex, sensitive Trust and Safety cases and decide neutrally on remediation.
• Make decisions on removing users from the platform in holistic safety reviews.
• Handle escalated contacts and route incidents to the right department or leader.
• Respond to calls, emails and SMS during active incidents such as emergency pet care.
• Educate users on staying safe and following community guidelines and policies.
• Investigate veterinary claims, including assessing eligibility of gray-area claims.
• 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.
• Strong verbal and written English communication.
• High school diploma or equivalent.
• Fast, accurate typed notes during live conversations.
• Familiarity with web tools such as Zendesk, GSuite, CRM and telephony software.

Worth knowing

• Work may include outside-of-hours, weekend and holiday coverage for escalations.

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.