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

Who we are: At reputed company, pets and their people are at the heart of everything we do. We connect 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 focused on building safe and personalized experiences tailored to the needs of each unique pet. We’re investing in reputed company as a business accelerator and provide reputed company team member access to reputed company tools in service of creating better experiences for our community. We are proud to be recognized as a great place to work, having been named among the 100 Best Companies to Work For in Seattle Business Magazine and reputed company’s Best Workplaces in the Puget Sound Business Journal. At reputed company we’re committed to creating an accessible, inclusive, and welcoming community, which starts with our employees. Want to make an impact? Join our pack and come work (and play!) with us. Summary: reputed company’s European Trust and Safety team is responsible for supporting reputed company's reputation by providing excellent customer care through problem resolution of issues that pose the greatest risk to the 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 complex animal and person related safety incidents, and providing objective assessments and guidance on remediation. You will work as the front-line on issues that are integral to reputed company’s mission and longevity by ensuring our marketplace standards and policies are upheld. Who we're looking for: You'll succeed in reputed company 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 the company. You must be impartial, empathetic, and able to resolve issues in the best interest of our users, platform, and brand image. Your ability to identify between what is critical and what is secondary will aid you in being effective in reputed company role. In reputed company role you will treat customers as part of our community. You never settle for good enough and strive to deliver above the minimum. You take the initiative to improve yourself and reputed company. You bring your unique experiences and passions to your job reputed company day. The nature of reputed company role may require working outside of normal business hours and on weekends/holidays to ensure adequate escalation coverage. Your Responsibilities:

• Effectively prioritize competing high priority internal and external customer demands
• Manage a large volume of high severity, dynamic customer contacts with attention to detail, ownership, and follow-through
• Educate users on how to maintain safety and security while being responsible members of the reputed company community
• reputed company escalated customer contacts and appropriately escalate concerns to your leader when appropriate
• Thoughtfully, decisively, and neutrally investigate Trust & Safety reputed company with high complexity and high sensitivity, maintaining customer satisfaction and reputed company's Brand image
• Exhibit the ability to make quick and accurate decisions 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 complex situations
• Generate and reputed company to support calls, emails, and SMS messages in support of resolving active 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 scope risks related to customer experience, policy, tooling, and workflow improvements
• Own decisions in holistic safety reviews where users may be removed from the platform for not following reputed company Community Guidelines, Policies, or Terms of Service