Escalations Specialist, Content Integrity - Commercial Solutions
Escalations Specialist, Content Integrity - Commercial Solutions
At Trustpilot, we're on an incredible journey. We're a profitable, high-growth FTSE-250 company with a big vision: to become the universal symbol of trust. We run the world's largest independent consumer review platform, and while we've come a long way, there's still so much exciting work to do. Come join us at the heart of trust!
Content Integrity (CI) aspires to provide best in class customer service while maintaining and protecting the integrity of Trustpilot’s guidelines and brand, striving towards our mission of becoming a universal symbol of trust.
Our Commercial Solutions team sits within our Content Integrity function, and are responsible for supporting our internal stakeholders with escalated issues affecting our customers. Our priority is to ensure our customers (consumers and businesses) understand our values, and we’re removing content that violates our guidelines in a timely manner, while educating our stakeholders. Where content that violates our guidelines is identified our goal is to act quickly, providing a clear outcome for our customers. You will play a significant part in ensuring Trustpilot remains the go to review site by ensuring that content can be trusted.
What You'll Be Doing
* You will act as an internal point of contact and business partner on matters related to Content Integrity. This includes, but is not limited to, internal escalations, handling disputes made by paying customers to our decisions, and delivering proactive training and education on Trust & Safety initiatives.
* Importantly, you will act as the single point of contact for our Commercial teams in our local offices. This is a customer facing role that requires confidence in being a “trust ambassador” on calls with prospects or existing customers.
* You will be responsible for ensuring our guidelines and protecting our brand by identifying misuse, educating businesses or users and taking corrective action when required.
* You may on occasion be consulted as a subject matter expert by others throughout Trustpilot to help or to assist.
* You will work closely with a number of internal teams including Trust & Safety, Policy & Disputes, Fraud & Investigations and Commercial teams along with colleagues from other functions within CI to help keep the trust in Trustpilot.
* Additionally you will also handle disputes from beginning to the end, which also includes in depth investigations, communicating the final decision clearly and transparently.
* You will also work with the Communications team with consumer outreach and other comms related requests, as well as acting as internal escalation point for our global leadership team, relating to ad hoc cases that require immediate action.
* You will work on our disputes workstream, acting as an escalation point when our decisions are challenged. This will involve thorough investigation of the original decision and clear communication to the impacted party with accurate outcomes. This may also involve closing the feedback loop for partner agents or tech teams if improvements or opportunities are identified.
* You will be an escalation point for our front line agents, assisting in handling tickets that they are unable to resolve.
* Other tasks related to content moderation defined by management as required.
Who You Are
* Proven experience in content moderation.
* Experience supporting commercially minded teams is desirable.
* Excellent written language skills in English. (Additional languages are a plus)
* A team player with great stakeholder management, as you will be engaging across departments.
* Able to work independently & juggle multiple tasks at once.
* You love working through problems and identifying solutions, making customers happy.
* A proactive approach to task & issue handling.
* Conflict management skills & an ability to communicate politely in all situations and at all levels.
* Process oriented & a keen eye for detail.
* Ability to structure & prioritise your time.
* A can-do person who works efficiently & takes pride in their work.
* You will have a bias for action, and achieving the right outcomes for our customers.
* Experience in compliance or a similar regulated environment would be an advantage.
What's In It For You
* A range of flexible working options to dedicate time to what matters to you
* Competitive compensation package + bonus
* 25 days holiday per year, increasing to 28 days after 2 years of employment
* Two (paid) volunteering days a year to spend your time giving back to the causes that matter to you and your community
* Rich learning and development opportunities are supported through the Trustpilot Academy and Blinkist
* Pension and life insurance
* Health cash plan, online GP, 24/7, Employee Assistance Plan
* Full access to Headspace, a popular mindfulness app to promote positive mental health
* Paid parental leave
* Season ticket loan and a cycle-to-work scheme
* Central office location complete with table tennis, a gaming corner, coffee bars and all the snacks and refreshments you can ask for
* Regular opportunities to connect and get to know your fellow Trusties, including company-wide celebrations and events, ERG activities, and team socials.
* Access to over 4,000 deals and discounts on things like travel, electronics, fashion, fitness, cinema discounts, and more.
* Independent financial advice and free standard professional mortgage broker advice
* Talent acceleration programs: Fast-track your career with our tailored development programs designed to support growth at whatever stage of your career
Still not sure?
We want to be a part of creating a more diverse, equitable, and inclusive world of work for all. We’re excited to hear about your experiences along with how you will contribute to our working culture. Even if you don’t feel you meet all the requirements, we'd still really like to hear from you!
About Us
Trustpilot began in 2007 with a simple yet powerful idea that is more relevant today than ever — to be the universal symbol of trust, bringing consumers and businesses together through reviews. Trustpilot is open, independent, and impartial — we help consumers make the right choices and businesses to build trust, grow and improve.
Today, we have more than 300 million reviews and 64 million monthly active users on average across the globe, with 140 billion annual Trustbox impressions, and the numbers keep growing. We have more than 1,000 employees and we’re headquartered in Copenhagen, with operations in Amsterdam, Denver, Edinburgh, Hamburg, London, Melbourne, Milan and New York.
We’re driven by connection. It’s at the heart of what we do. Our culture keeps things fresh –– it’s built on the relationships we create. We talk, we laugh, we collaborate and we respect each other. We work across borders and cultures to be the universal symbol of trust in an ever-changing world. With vibrant office locations worldwide and over 50 nationalities, we’re proud to be an equal opportunity workplace with diverse perspectives and ideas.
Our purpose to help people and businesses help each other is a tall order, but we keep it real. We’re a great bunch of humans, doing awesome stuff, without fuss or pretense. A successful Trustpilot future is driven by you –– we give you the autonomy to shape a career you can be proud of. If you’re ready to grow, let’s go.
Join us at the heart of trust.
Trustpilot is committed to creating an inclusive environment where people from all backgrounds can thrive and where different viewpoints and experiences are valued and respected. Trustpilot will consider all applications for employment without regard to race, ethnicity, national origin, religious beliefs, gender identity or expression, sexual orientation, neurodiversity, disability, age, parental or veteran status. Together, we are the heart of trust.
Trustpilot is a global company and our data practices are designed to ensure that your personally identifiable information is appropriately protected. Please note that your personal information will be transferred, accessed, and stored globally as necessary for the uses and disclosures stated in our Privacy Policy.
Seniority level
* Seniority level
Not Applicable
Employment type
* Employment type
Full-time
Job function
* Job function
Other
* Industries
Technology, Information and Internet
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