Escalations Manager (Maternity Cover)

<div class="content-intro"><p>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 open customer 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!</p></div><p>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.</p> <p>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.</p> <p><strong>What you'll be doing:</strong></p> <ul> <li>Oversee a skilled team of escalation specialists to provide a high level of support to businesses, consumers and internal stakeholders.</li> <li>Strive for operational excellence within your team, who handle critical escalations from Customer Success Managers and Executives and legal letters.</li> <li>Triage high-priority escalations and lead in-depth investigations to address harmful content.</li> <li>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.</li> <li>Collaborate closely with Vendor Management to ensure the BPO teams meet target KPIs and that the workload is distributed effectively.</li> <li>Improve standard operating procedures and performance assessment processes for internal teams.</li> <li>Contribute to the strategic roadmap of the Content Integrity team and identify improvement opportunities for tools, processes and ways of working.</li> <li>Develop a diverse team of specialists and support ongoing career growth. </li> </ul> <p><strong>Who you are:</strong><strong><br></strong></p> <ul> <li>Experience in people management or team leadership, with a proven ability to guide and develop teams</li> <li>Proven experience in content moderation, risk management, or escalations for an online platform</li> <li>Experience han