Escalations Manager (Maternity Cover)

About the role

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 64 million monthly active users on average across the globe, with 140 billion annual Trustbox impressions, and the numbers keep growing. We have more than 1,000 employees and we're headquartered in Copenhagen, with operations in Amsterdam, Denver, Edinburgh, Hamburg, London, Melbourne,

Responsibilities

• Oversee a skilled team of escalation specialists to provide a high level of support to businesses, consumers and internal stakeholders.
• Strive for operational excellence within your team, who handle critical escalations from Customer Success Managers and Executives and legal letters.
• Triage high-priority escalations and lead in-depth investigations to address harmful content.
• 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.
• Collaborate closely with Vendor Management to ensure the BPO teams meet target KPIs and that the workload is distributed effectively.
• Improve standard operating procedures and performance assessment processes for internal teams.
• Contribute to the strategic roadmap of the Content Integrity team and identify improvement opportunities for tools, processes and ways of working.
• Develop a diverse team of specialists and support ongoing career growth.

Requirements

• Experience in people management or team leadership, with a proven ability to guide and develop teams
• Proven experience in content moderation, risk management, or escalations for an online platform
• Experience handling outsourced moderation teams is desirable.
• Great stakeholder management skills to engage across multiple departments and with senior stakeholders.
• Skilled at guiding and advancing a team to carry out strategic company goals and bolster in-house career progression
• Able to look at existing processes critically and identify ongoing improvement opportunities.
• Strategic thinker who is able to connect the team's daily responsibilities to high-level goals.
• You will have a bias for action, and achieving the right outcomes for our customers.

Benefits

Additional Information

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! 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. 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.

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