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

Location: Spain; remote. The role may require work outside normal business hours, including Tuesday–Saturday coverage, weekends, and holidays.

Salary: €35,405–€42,915 for the first year in Spain.

Company

hirify.global is a pet-care marketplace connecting pet parents with trusted care across the U.S., Canada, Europe, and Australia.

What you will do

• Investigate complex, sensitive Trust & Safety cases involving animal- and person-related incidents.
• Manage high volumes of high-severity customer contacts through calls, email, and SMS, including emergency pet-care incidents.
• De-escalate difficult situations, provide empathetic guidance, and make accurate decisions under pressure.
• Assess veterinary claims, including gray-area eligibility cases, and determine appropriate remediation.
• Conduct holistic safety reviews and make decisions regarding removal of users who violate Community Guidelines, policies, or Terms of Service.
• Collaborate with teammates and leadership across locations to identify risks and improve customer experience, policies, tools, and workflows.

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.
• Fluency in French and strong verbal and written English communication skills.
• 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.
• Ability to maintain confidentiality, remain impartial and empathetic, and work effectively in high-stakes situations.

Nice to have

• Bachelor’s degree in a related field or equivalent experience.
• 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 other European languages.

Culture & Benefits

• Full-time employment with competitive compensation and a long-term incentive plan with company performance-based cash payout.
• Four weeks of paid time off and medical, dental, and vision insurance.
• 401(k) match, commuter benefits, and pet benefits, including $1,000 toward adopting a first dog or cat.
• Regular team activities held in person and virtually, plus stocked refreshments and monthly catered lunches.
• Work may include evenings, weekends, and holidays to maintain escalation coverage.