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

Location: Spain; 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, with headquarters in Seattle and Barcelona.

What you will do

• Investigate complex and sensitive Trust & Safety incidents involving animals and people.
• Manage high-severity customer contacts across calls, emails, and SMS, including emergency pet-care incidents.
• De-escalate difficult situations and provide objective guidance, remediation, and efficient solutions.
• Conduct holistic safety reviews and make decisions regarding user removal for policy violations.
• Investigate complex veterinary claims, including gray-area eligibility assessments.
• Collaborate with colleagues and leadership across locations to identify risks and improve 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.
• Fluency in German and French is required.
• Strong written and verbal English communication skills are required.
• High school diploma or equivalent, accurate typing and note-taking skills, and the ability to make decisions under pressure.
• 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.
• Experience with digital marketplaces such as Rover, Airbnb, or Uber.
• Experience in veterinary or animal health clinics, public relations, communications, or social media monitoring and response.
• Experience using Rover as an owner or sitter, or fluency in other European languages.

Culture & Benefits

• Full-time employment with a competitive benefits package, including medical, dental, and vision insurance.
• 401(k) match, long-term incentive plan, and four weeks of paid time off.
• Commuter benefits and pet benefits, including up to $1,000 toward adopting a first dog or cat.
• Regular team activities held in person and virtually.
• The role may require work outside normal business hours, including weekends and holidays, for escalation coverage.