Trust and Safety Agent (German Speaking)

Location: Spain; remote. The schedule is Tuesday through Saturday and may include weekends, holidays, and work outside normal business hours.

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

Company

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

What you will do

• Prioritize and manage high-severity customer contacts across calls, emails, and SMS, maintaining ownership, accuracy, and follow-through.
• Investigate complex and sensitive Trust & Safety incidents, including emergency pet-care cases and veterinary claims.
• Make neutral, timely decisions on escalations, remediation, eligibility, and user access under hirify.global’s policies and Community Guidelines.
• De-escalate high-stakes situations empathetically and guide customers toward appropriate solutions.
• Educate users on safety and security, maintain confidentiality, and protect hirify.global’s brand and marketplace standards.
• Work with colleagues and leaders 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 customer-facing experience involving de-escalation of intense concerns or crisis response.
• Fluent French.
• Strong written and verbal 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.

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, or response.
• Fluency in other European languages.

Culture & Benefits

• Full-time employment with competitive benefits, including medical, dental, and vision insurance.
• Four weeks of paid time off, commuter benefits, and a 401(k) match.
• Long-term incentive plan with a company performance-based cash payout.
• Pet benefits, including €? No exact currency stated for the $1,000 adoption benefit, plus dog-friendly workplace access.
• Regular team activities conducted in person and virtually, with catered lunches and workplace refreshments.