Escalations Manager (Maternity Cover)

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!

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 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 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 internal teams.


• Contribute to the strategic roadmap of the Content Integrity team and identify improvement opportunities for tools, processes and ways of working.


• 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 plus 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 supported through the Trustpilot Academy, LinkedIn Learning 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

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