Escalations Specialist, Commercial Solutions (German Speaking)

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) seeks to deliver high-quality customer service while maintaining and protecting the integrity of Trustpilot’s guidelines and brand, focusing on our goal 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. Our priority is to ensure our customers (consumers and businesses) understand our values, and we’re removing content that violates our guidelines promptly 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 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 several 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 end, which also includes in-depth investigations, and 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 an 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 a thorough investigation of the original decision and clear communication to the affected 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 are unable to be resolved.
• Other tasks related to content moderation are defined by management as required.

Who you are:

• Proficiency in German (written and spoken) and advanced English skills are required, as you will be working in an English-first environment and collaborating closely with international stakeholders
• Established experience in content moderation.
• Experience with supporting commercially minded teams would be beneficial. 
• A collaborator with great stakeholder management as you will be engaging across departments.
• Able to work without supervision and handle several tasks at the same time.
• You find satisfaction in working through problems and identifying solutions, making customers happy.
• An engaging approach to handling tasks and issues.
• Conflict management skills & an ability to communicate in a friendly manner in all situations and at all levels.
• Process-oriented & a keen eye for detail.
• Ability to structure & prioritise your time.
• A motivated person who works efficiently and takes pride in their work.
• You will have a bias for action, and delivering the right outcomes for our customers.
• Experience in compliance or a similar regulated environment would be beneficial. 

What's in it for you:

• Competitive compensation package + bonus
• 28 vacation days 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 are supported through the Trustpilot Academy, LinkedIn Learning, and Blinkist
• Benefit-in-kind of 44€ a month, which can