At a Glance
- Tasks: Lead a team to resolve high-priority escalations and ensure content integrity.
- Company: Join Trustpilot, a leading consumer review platform with a mission of trust.
- Benefits: Flexible working, competitive pay, 25 days holiday, and rich learning opportunities.
- Other info: Inclusive culture with great career growth and fun office perks.
- Why this job: Make a real impact on customer trust while developing your leadership skills.
- Qualifications: Experience in team leadership and content moderation is essential.
The predicted salary is between 55000 - 65000 € per year.
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.
What you’ll be doing:
- 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.
Who you are:
- 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.
What’s in it for you:
- A range of flexible working options to dedicate time to what matters to you.
- Competitive compensation package + bonus.
- 25 days holiday plus two (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.
- Pension and life insurance.
- Health cash plan, online GP, 24/7, Employee Assistance Plan.
- Full access to Headspace, a popular mindfulness app to promote positive mental health.
- Paid parental leave.
- Season ticket loan and a cycle to work scheme.
- Central office location complete with table tennis, a gaming corner, coffee bars and all the snacks and refreshments you can ask for.
- Regular opportunities to connect and get to know your fellow Trusties, including company-wide celebrations and events, ERG activities and team socials.
- Access to over 4,000 deals and discounts on things like travel, electronics, fashion, fitness, cinema discounts and more.
- Independent financial advice and free standard professional mortgage broker advice.
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.
If you have a disability and would like to discuss any adjustments you might need either in submitting your application, or to the recruitment process more generally, please let us know by contacting our Talent Acquisition Team (talent.acquisition@trustpilot.com).
Escalations Manager (Maternity Cover) – London employer: Recruit4Mum
Trustpilot is an exceptional employer that champions operational excellence and customer advocacy, making it a fantastic place for an Escalations Manager to thrive. With a commitment to employee growth through rich learning opportunities and a supportive work culture, Trustpilot offers flexible working options, competitive compensation, and a vibrant office environment in London. Join a diverse team dedicated to upholding trust and integrity while enjoying benefits like generous holiday allowances, volunteering days, and wellness resources.
StudySmarter Expert Advice🤫
We think this is how you could land Escalations Manager (Maternity Cover) – London
✨Tip Number 1
Network like a pro! Reach out to people in your industry on LinkedIn or at events. A friendly chat can lead to opportunities that aren’t even advertised yet.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Show them you’re not just another candidate; you’re genuinely interested in being part of their journey.
✨Tip Number 3
Practice your responses to common interview questions, but keep it natural. We want you to sound confident and authentic, not like a robot reciting lines!
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can leave a lasting impression and show your enthusiasm for the role.
We think you need these skills to ace Escalations Manager (Maternity Cover) – London
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Escalations Manager role. Highlight your experience in people management and content moderation, as these are key aspects of the job. We want to see how your skills align with our mission at Trustpilot!
Showcase Your Leadership Skills:In your application, don’t forget to emphasise your leadership experience. Talk about how you've guided teams in the past and any successful strategies you've implemented. We’re looking for someone who can inspire and develop a diverse team of specialists.
Demonstrate Your Strategic Thinking:We love a strategic thinker! Use your application to illustrate how you connect daily tasks to broader company goals. Share examples of how you've identified improvement opportunities in previous roles, especially in content moderation or escalations.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets the attention it deserves. Plus, you’ll find all the details about the role and our amazing company culture there!
How to prepare for a job interview at Recruit4Mum
✨Know the Company Inside Out
Before your interview, make sure you research Trustpilot thoroughly. Understand their mission to become the universal symbol of trust and how they operate. Familiarise yourself with their Content Integrity team and the role of an Escalations Manager. This will help you demonstrate your genuine interest and align your answers with their values.
✨Showcase Your Leadership Skills
As an Escalations Manager, you'll be leading a team. Be prepared to discuss your experience in people management and how you've successfully guided teams in the past. Use specific examples that highlight your ability to develop talent and achieve strategic goals, as this will resonate well with the interviewers.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills and ability to handle high-pressure situations. Think of examples where you've triaged escalations or resolved complex issues. Practising these scenarios will help you articulate your thought process and decision-making skills effectively during the interview.
✨Engage with Cross-Functional Collaboration
Trustpilot values collaboration across departments. Be ready to discuss how you've built relationships with various stakeholders in previous roles. Highlight any experiences where you worked with teams like Policy, Sales, or Engineering to improve processes or resolve escalations, showcasing your ability to navigate complex organisational structures.
