Trust and Safety Agent (French Speaking)

Location: Spain; Workplace: Remote

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

Company

hirify.global connects pet parents with trusted pet care across the U.S., Canada, Europe, and Australia through a technology-enabled marketplace.

What you will do

• Investigate complex and sensitive Trust & Safety cases involving animal and person-related incidents, veterinary claims, and emergency pet care.
• Manage high volumes of high-severity customer contacts across calls, email, and SMS, prioritizing competing demands and routing incidents appropriately.
• De-escalate difficult situations, provide empathetic guidance, and educate users on safety, security, policies, and community standards.
• Make objective, accurate decisions under pressure and conduct holistic safety reviews, including platform removal decisions.
• Collaborate with colleagues and leaders across locations to identify risks and improve customer experience, policies, tooling, and workflows.
• Maintain confidentiality, ownership, attention to detail, and follow-through while supporting additional business projects.

Requirements

• 2+ years of Trust & Safety or similar safety-related experience.
• 1+ year of experience in customer-facing roles involving de-escalation of intense customer concerns or crisis response.
• Strong verbal and written English communication skills and fluency in French.
• High school diploma or equivalent.
• Ability to take accurate typed notes quickly while speaking with community members.
• Familiarity with web-based applications such as Zendesk, GSuite, CRM tools, and telephony software.
• Availability to work outside normal business hours and on weekends or holidays when escalation coverage requires it.

Nice to have

• Bachelor’s degree in a related field or equivalent.
• Experience using hirify.global as an owner or sitter.
• Experience with digital marketplaces such as hirify.global, Airbnb, or Uber.
• 1+ year of experience in veterinary or animal health clinics, the animal health industry, or a related field.
• 1+ year of experience in public relations, communications, social media monitoring, and response.
• Fluency in additional European languages.

Culture & Benefits

• Remote full-time role supporting hirify.global’s European Trust & Safety operation, with regular team activities held in person and virtually.
• Competitive benefits package including medical, dental, vision insurance, commuter benefits, and four weeks of PTO.
• 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, plus dog-friendly workplace benefits.
• Stocked fridges, refreshments, and monthly catered lunches.