Escalations Specialist

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 is responsible for supporting our internal stakeholders with escalated issues affecting our customers. As the primary "Gatekeeper" and subject matter expert for the UK market—our largest commercial hub—you will act as the bridge between technical policy and commercial reality.

What you'll be doing:

• You will act as an internal point of contact and business partner on matters related to Content Integrity.


• Act as a "firefighter" for the London office, running toward high-stakes customer situations and de-escalating them with authority.


• Handle high-pressure calls with enterprise clients who may challenge our guidelines, maintaining extreme resilience and professional composure even in emotionally charged situations.


• Translate complex "legalese," technical policies, and enforcement decisions into "customer-facing" language that demonstrates the value of platform integrity to internal and external stakeholders.


• Move beyond reactive moderation by using data to identify patterns, trend lines, and recurring issues within the UK market to proactively educate teams.


• Protect our brand by identifying misuse, educating businesses or users, and taking corrective action when required.


• Work closely with internal teams, including Trust, Policy & Disputes, Fraud & Investigations, Enforcement, and Product.


• Hold the line on Trustpilot’s values and guidelines, remaining objective and "blind" to a customer's spend or tier when making integrity-based decisions.

Who you are:

• 2–3 years of experience in Content Moderation, Trust & Safety, or a high-level Commercial/Account Management role.


• While content moderation experience is a plus, we are highly interested in commercially-minded professionals (CSMs/Account Managers) who want to transition into the compliance and platform integrity space.


• Exceptional "left brain/right brain" agility: the ability to follow rigid technical processes while possessing the "art" of persuasive, diplomatic communication.


• Proven experience in handling complex disputes and "appeals" from beginning to end.


• Excellent written language skills in English.


• A team player with great stakeholder management, as you will be engaging across departments.


• High visibility mindset: comfortable being the "face" of Content Integrity for a large office and presenting to senior leadership.


• Process-oriented with a keen eye for detail and a "bias for action".
  
  

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!