Escalations Specialist, Content Integrity

Our vision is to be the universal symbol of trust, bringing consumers and businesses together through reviews. We are well on our way — but there’s still an exciting journey ahead. 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.

As a Specialist in our Content Integrity function your priority is to ensure our customers (consumers and businesses) understand our values. 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 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 on legal letters and supporting the Legal team, helping the Communications team with consumer outreach and other comms related requests, as well as being in contact with the authorities worldwide for adhoc cases that require immediate action.
• You will work on our appeals workstream, acting as an escalation point when our engine or agent 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 in a customer services/support environment 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 competitive base salary ranging from $ 60,000 to 65,000 USD gross per year. This range doesn’t include any variable pay such as bonuses, awards made under Trustpilot’s equity program or other benefits. 
• A range of flexible working options to dedicate time to what matters to you
• 20 vacation days + 2 personal days +10 paid holidays per year 
• 2 (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
• Full health insurance 
• 401k matching your contributions dollar-for-dollar up to 4% of your base salary
• Discounted club membership at Life Time Fitness
• 24/7 Employee Assistance Plan and full access to Headspace, a popular mindfulness app to promote positive mental health
• Paid parental leave for employees who have been employed for over 6 months with full full scope of benefit after 12 months
• Regular opportunities to connect and get to know your fellow Trusties, including company-wide celebrations and events, ERG activities and team socials
• A friendly, open offic