Trust and Safety Agent - German 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 across the pet care platform. The team supports Rover's reputation by resolving issues that carry the greatest company risk, including animal and person safety incidents.

What you'd do

• Investigate complex animal and person safety incidents and give objective assessments and remediation guidance.
• Handle escalated customer contacts and escalate concerns to your leader when needed.
• Decide on user removals in holistic safety reviews under Community Guidelines, Policies, and Terms of Service.
• Assess eligibility of gray area veterinary claims with due diligence.
• Reply to calls, emails, and SMS during active incidents such as emergency pet care, routing them to the right department.
• Teach users how to stay safe and act as responsible members of the community.
• Work with teammates across locations to scope risks in policy, tooling, and workflow.

What it asks for

• Two or more years of Trust and Safety or similar safety-related experience.
• One or more years in customer-facing roles requiring de-escalation or crisis response.
• Fluency in German.
• Strong verbal and written English communication.
• High school diploma or equivalent.
• Ability to take accurate typed notes during live conversations.
• Comfort working in support desk software, Google Workspace, CRM systems, and phone platforms.

Worth knowing

• Work may include evenings, weekends, and holidays for escalation coverage.
• Handles high-severity, sensitive, and emergency situations.

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