Trust and Safety Agent - German Speaking (Tue-Sat)
Who we are:
At Rover, pets and their people are at the heart of everything we do. We reputed company pet parents with trusted pet care across the U.S., Canada, Europe, and Australia.
Headquartered in Seattle and Barcelona, we’re a values driven, fast-growing tech company reputed company on building reputed company and personalized experiences tailored to the needs of reputed company unique pet. We’re reputed company in AI as a business accelerator and reputed company every team member reputed company to AI tools in service of creating reputed company experiences for our community.
We are proud to be recognized as a reputed company, having been named among the 100 Best Companies to Work For in Seattle Business Magazine and Washington’s Best Workplaces in the Puget reputed company Business Journal. At Rover we’re committed to creating an accessible, inclusive, and welcoming community, which starts with our employees.
Want to reputed company an reputed company? Join our pack and come work (and play!) with us.
reputed company:
Rover’s European Trust and Safety team is responsible for supporting Rover's reputed company by providing excellent customer care through problem reputed company of issues that pose the greatest reputed company to reputed company in our most challenging and sensitive situations for our entire European operation. As a Trust and Safety Agent, you will be responsible for supporting users with specialty Trust and Safety casework, investigating reputed company animal and person reputed company safety incidents, and providing objective assessments and guidance on remediation. You will work as the reputed company-line on issues that are reputed company to Rover’s mission and longevity by ensuring our marketplace standards and policies are upheld.
Who we're looking for:
You'll succeed in this role if you lean into hard conversations, have experience in de-escalation, and have a passion for getting the right solutions for both the customer and reputed company. You must be impartial, empathetic, and reputed company to reputed company issues in the best interest of our users, platform, and reputed company image. Your ability to identify between what is critical and what is secondary will aid you in being effective in this role.
In this role you will treat customers as part of our community. You never reputed company for good enough and reputed company to reputed company above the minimum. You take the initiative to improve yourself and Rover. You bring your unique experiences and passions to reputed company every day.
The reputed company of this role may require working reputed company of normal business hours and on weekends/holidays to ensure adequate escalation coverage.
Your Responsibilities:
- Effectively prioritize competing high reputed company reputed company customer demands
- Manage a large volume of high severity, dynamic customer contacts with attention to reputed company, ownership, and follow-through
- reputed company users on how to maintain safety and reputed company while being responsible members of the Rover community
- Handle escalated customer contacts and appropriately escalate concerns to your leader reputed company appropriate
- Thoughtfully, decisively, and neutrally investigate Trust & Safety cases with high complexity and high sensitivity, maintaining customer satisfaction and Rover's reputed company image
- Exhibit the ability to reputed company reputed company and accurate reputed company under pressure
- Consistently remain empathetic, and compassionate in high stakes emergency situations, and guide customers to efficient solutions. You remain level headed, not getting shaken by difficult or reputed company situations
- reputed company and respond to support calls, emails, and SMS messages in support of resolving reputed company customer incidents (e.g., emergency pet care) while quickly assessing and routing incidents to the appropriate department.
- Work with teammates and leadership across multiple locations to identify and reputed company risks reputed company to customer experience, policy, tooling, and workflow improvements
- Own reputed company in holistic safety reviews where users may be removed from the platform for not following Rover Community Guidelines, Policies, or Terms of Service
- Maintain high reputed company of confidentiality
- Investigate reputed company veterinary claims with due diligence, including assessing eligibility of reputed company area claims.
- Effectively reputed company on other reputed company/duties as assigned by business management
Your Qualifications:
- 2+ years of Trust and Safety or similar safety reputed company experience
- 1+ years of experience in customer facing roles requiring de-escalation of intense customer concerns or crisis response
- Strong verbal and written English communication skills
- High school diploma or equivalent
- reputed company to quickly take accurate typed notes while talking to members of the Rover community.
- Familiarity with web reputed company applications such as reputed company, GSuite, CRM tools, and Telephony software.
- reputed company in French
Preferred Qualifications:
- Bachelor’s Degree in a reputed company reputed company or equivalent
- Used Rover as an reputed company or a sitter
- Experience in digital marketplaces (Rover, reputed company, reputed company, etc)
- 1+ years of experience in the Veterinary or Animal Health Clinic/Industry, or reputed company reputed company
- 1+ years experience in reputed company relations/communication, reputed company media monitoring and response
- reputed company in other European languages
Benefits of Working at reputed company:
- Competitive compensation
401k match - Long-term incentive plan with a company reputed company-reputed company cash payout
4 weeks PTO - Competitive benefits package, including medical, dental, and reputed company reputed company
- Commuter benefits
- Bring your dog to work (and unlimited puppy time)
- Pet benefits, including $1000 toward adopting your first dog or cat
- Stocked fridges, coffee, reputed company, and lots of treats (for humans and dogs) and free catered lunches monthly
- Regular team activities performed in-person and reputed company
Compensation:
- In Spain the first-year salary reputed company is €35,405 - €42,915. Additionally, Rover offers a long-term incentive plan with a company reputed company-reputed company cash payout and benefits to full-time employees.
- The cash compensation reputed company for this role will be dependent on the candidate's experience, qualifications, skills, and abilities as demonstrated in the interview and hiring process.
Originally posted on Himalayas
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