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

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

Trust and Safety agent work on a pet care marketplace connecting pet owners with sitters across several countries. The role handles high-severity customer contacts, including urgent pet care emergencies, and investigates complex cases and veterinary claims. The posting places the role within Rover's Trust and Safety team.

What you'd do

• Handle escalated and high-severity customer contacts, escalating concerns to leadership when needed.
• Investigate Trust and Safety cases of high complexity and sensitivity with neutral, decisive judgment.
• Own decisions in safety reviews where users may be removed for breaking community guidelines or terms.
• Review gray-area veterinary claims and decide whether they qualify.
• Respond to calls, emails, and SMS during active incidents such as emergency pet care, routing them to the right department.
• Educate users on staying safe and secure while being responsible community members.
• Work with teammates across locations to scope risks in customer experience, policy, tooling, and workflows.

What it asks for

• 2+ years of Trust and Safety or similar safety-related experience.
• 1+ years in customer-facing roles requiring de-escalation or crisis response.
• Strong ability to speak and write English clearly.
• Fluency in French.
• Fast, accurate typed notes during live customer conversations.
• Comfort using help desk software, Google Workspace, CRM platforms, and call systems.
• High school diploma or equivalent.

Worth knowing

• Requires handling high-stakes emergency situations and intense customer concerns.

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.