Escalations Manager, Content Integrity

We are looking for a leader with a commitment for operational excellence, strategic insight, and customer advocacy to join our Content Integrity team as Escalations Manager. In this role, you’ll be responsible for overseeing high-priority escalations, ensuring swift and precise resolution of content issues that could impact Trustpilot’s reputation as a universal symbol of trust. Your leadership will help strike the right balance between providing exceptional customer service and upholding platform integrity by quickly addressing guideline violations.

As a key figure in Content Integrity, you’ll handle critical cases - from executive-level escalations to user appeals and legal inquiries. Your ability to navigate complex situations with integrity will be essential to safeguarding Trustpilot’s credibility and ensuring continued trust in the content on our platform.

What you'll be doing:

• Oversee a skilled team of escalation specialists to provide a high level of support to businesses, consumers and internal stakeholders.
• Strive for operational excellence within your team, who handle critical escalations from Customer Success Managers and executives, user appeals and legal letters.
• Triage high-priority escalations and lead in-depth investigations to address harmful content.
• Build and maintain key relationships with cross-functional teams including Policy, Sales, Product, Engineering and Workforce Management to develop an ongoing understanding of the end-to-end flagging process.
• Collaborate closely with Vendor Management to ensure the BPO teams meet target KPIs and that the workload is distributed effectively.
• Improve standard operating procedures and performance assessment processes for both internal and BPO teams.
• Contribute to the strategic roadmap of the Content Integrity team and identify improvement opportunities for tools, processes and ways of working.
• Build and develop a diverse team of specialists and support ongoing career growth. 

Who you are:

• Experience in people management or team leadership, with a proven ability to guide and develop teams
• Proven experience in content moderation, risk management, or escalations for an online platform
• Experience handling outsourced moderation teams is desirable.
• Great stakeholder management skills to engage across multiple departments and with senior stakeholders.
• Skilled at guiding and advancing a team to carry out strategic company goals and bolster in-house career progression
• Able to look at existing processes critically and identify ongoing improvement opportunities. 
• Strategic thinker who is able to connect the team’s daily responsibilities to high-level goals. 
• You will have a bias for action, and achieving the right outcomes for our customers.

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, with an extra 5 days holiday allocated after your 1 year anniversary (prorated) 
• 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, LinkedIn Learning, and Blinkist
• Comprehensive health package, pension, and full access to Headspace, a popular mindfulness app to promote positive mental health
• Paid parental leave
• Central office with  a laid-back vibe and constant buzz of different languages being spoken everywhere you go It’s complete with a coffee bar, canteen, and table tennis and has a wide variety of refreshments available - you can opt-in for breakfast and lunch at an affordable price
• Regular opportunities to connect and get to know your fellow Trusties, including company-wide celebrations and events, ERG activities, and team socials
• Opportunity to join the Trustpilot Social Club for a small monthly fee and attend regular social and leisure activities like go-karting, cooking classes, and escape rooms 
• Employee discounts to restaurants and shops 

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 as well as how you will contribute to our working culture. So, even if you don’t feel you don't meet all the requirements, we'd still really like to hear from you!

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