Escalations Specialist, Content Integrity

Escalations Specialist, Content Integrity

Hamburg, Germany

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 enforcing 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 maintain the integrity of 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 on legal letters and support the Legal team, supporting the Communications team with consumer outreach and other comms-related requests, as well as being in contact with the authorities worldwide for ad-hoc 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 a 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:

• Experience in a customer services/support environment.
• Effective analytical and problem-solving skills.
• A collaborative approach with great stakeholder management, as you will be engaging across departments.
• Skilled at handling multiple assignments concurrently with autonomy.
• You love working through problems and identifying solutions, making customers happy.
• A solution-oriented approach to task & issue handling.
• Conflict management skills & an ability to communicate effectively in all situations and at all levels.
• 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 a valuable asset.
• Advanced English skills are required, as you will be working in an English-first environment and collaborating closely with international stakeholders and customers. Proficiency in German skills would be nice to have.

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 be used for a range of purposes such as private healthcare, accommodation, a gym membership, an interest-free loan, travel expenses, or any other expense.
• Health benefit of 50€ a month which you can use to spend on anything that supports positive health.
• Full access to Headspace, a popular mindfulness app-based service designed to promote positive mental health, and access to a 24/7 Employee Assistance Plan.
• Prime location with stunning views of the Alster in a brand-new office space.

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 as well as how you will contribute to our working culture. So, even if you feel you don't meet all the requirements, we'd still really like to hear from you!

About us

Trustpilot began in 2007 with a simple yet powerful idea that is more relevant today than ever — to be the universal symbol of trust, bringing consumers and businesses together through reviews. Trustpilot is open, independent, and impartial — we help consumers make the right choices and businesses to build trust, grow and improve.

Today, we have more than 300 million reviews and 67 million monthly active users across the globe, with 127 billion annual Trustpilot brand impressions, and the numbers keep growing. We have more than 900 employees and we’re headquartered in Copenhagen, with operations in Amsterdam, Denver, Edinburgh, Hamburg, London, Melbourne, Milan and New York.

We’re driven by connection. It’s at the heart of what we do. Our culture keeps things fresh –– it’s built on the relationships we create. We talk, we laugh, we collaborate and we respect each other. We work across borders and cultures to be the universal symbol of trust in an ever-changing world. With vibrant office locations worldwide and over 50 nationalities, we’re proud to be an equal opportunity workplace with diverse perspectives and ideas.

Our purpose to help people and businesses help each other is a tall order, but we keep it real. We’re a great bunch of humans, doing awesome stuff, without fuss or pretense. A successful Trustpilot future is driven by you –– we give you the autonomy to shape a career you can be proud of. If you’re ready to grow, let’s go.

Join us at the heart of trust.

Trustpilot is committed to creating an inclusive environment where people from all backgrounds can thrive and where different viewpoints and experiences are valued and respected. Trustpilot will consider all applications for employment without regard to race, ethnicity, national origin, religious beliefs, gender identity or expression, sexual orientation, neurodiversity, disability, age, parental or veteran status. Together, we are the heart of trust.

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