Trust and Safety Agent - German Speaking (Trust & Safety)

Location: Remote in Spain

Salary: €35,405–€42,915 per year, plus a long-term incentive plan and benefits for full-time employees.

Company

Rover connects pet parents with trusted pet care across the U.S., Canada, Europe, and Australia, building safe and personalized marketplace experiences.

What you will do

• Prioritize and manage a high volume of high-severity customer contacts with ownership, accuracy, and follow-through.
• Investigate complex and sensitive Trust & Safety incidents, veterinary claims, and emergency pet-care cases.
• Respond to support calls, emails, and SMS messages, assess incidents, and route them to the appropriate department.
• De-escalate difficult conversations, provide empathetic guidance, and educate users on safety and security.
• Conduct holistic safety reviews and make decisions regarding user removal for policy or Terms of Service violations.
• Collaborate with colleagues and leaders across locations to identify risks and improve policies, tooling, and workflows.

Requirements

• 2+ years of Trust & Safety or similar safety-related experience.
• At least 1 year of customer-facing experience involving de-escalation of intense concerns or crisis response.
• Fluent German and strong verbal and written English communication skills.
• High school diploma or equivalent.
• Ability to take accurate typed notes while speaking with customers.
• Familiarity with web applications such as Zendesk, GSuite, CRM tools, and telephony software.

Nice to have

• Bachelor’s degree in a related field or equivalent experience.
• Experience with Rover or other digital marketplaces such as Airbnb or Uber.
• Veterinary, animal health, public relations, communications, or social media monitoring experience.
• Fluency in additional European languages.

Culture & Benefits

• Remote work in Spain within the European Trust & Safety operation.
• Full-time benefits including medical, dental, and vision insurance.
• Four weeks of paid time off and commuter benefits.
• 401(k) match and a long-term incentive plan with a company performance-based cash payout.
• Pet benefits, including $1,000 toward adopting a first dog or cat.
• Regular in-person and virtual team activities, plus pet-friendly workplace perks.