At a Glance
- Tasks: Lead a team to resolve high-priority escalations and ensure content integrity.
- Company: Join Trustpilot, a profitable FTSE-250 company on a mission to build trust.
- Benefits: Flexible working, competitive pay, 25 days holiday, and rich learning opportunities.
- Other info: Dynamic workplace with diverse perspectives and excellent career growth potential.
- Why this job: Make a real impact by safeguarding Trustpilot's reputation and enhancing customer experience.
- Qualifications: Experience in team leadership and content moderation is essential.
The predicted salary is between 50000 - 60000 £ 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 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, 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.
Trustpilot is a global company and our data practices are designed to ensure that your personally identifiable information is appropriately protected. Please note that your personal information will be transferred, accessed, and stored globally as necessary for the uses and disclosures stated in our Privacy Policy.
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.
Escalations Manager (Maternity Cover) in London employer: Trustpilot, Inc.
At Trustpilot, we pride ourselves on being a dynamic and inclusive employer that champions operational excellence and employee growth. Our vibrant work culture fosters collaboration and innovation, offering flexible working options, competitive compensation, and rich learning opportunities through the Trustpilot Academy. With a central office location that encourages connection and creativity, we empower our employees to shape their careers while contributing to our mission of becoming the universal symbol of trust.
StudySmarter Expert Advice🤫
We think this is how you could land Escalations Manager (Maternity Cover) in London
✨Tip Number 1
Network like a pro! Reach out to current or former employees at Trustpilot on LinkedIn. A friendly chat can give you insider info and maybe even a referral, which can really boost your chances.
✨Tip Number 2
Prepare for the interview by diving deep into Trustpilot’s mission and values. Show us how your experience aligns with our goal of being the universal symbol of trust. We love candidates who are genuinely passionate about what we do!
✨Tip Number 3
Practice your STAR technique for answering behavioural questions. We want to hear about specific situations where you’ve demonstrated leadership and problem-solving skills, especially in high-pressure scenarios.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email reiterating your enthusiasm for the role can leave a lasting impression. Plus, it shows us you’re proactive and genuinely interested in joining our team.
We think you need these skills to ace Escalations Manager (Maternity Cover) in 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!
Be Clear and Concise:When writing your application, keep it straightforward and to the point. Use clear language to describe your achievements and experiences. We appreciate clarity, especially when it comes to handling complex situations!
Apply Through Our Website:We encourage you to submit your application directly through our website. This way, you’ll ensure it reaches the right people and you’ll be part of our journey to become the universal symbol of trust. Let’s make it happen together!
How to prepare for a job interview at Trustpilot, Inc.
✨Know the Company Inside Out
Before your interview, dive deep into Trustpilot's mission and values. Understand their journey to becoming the universal symbol of trust and how the Escalations Manager role fits into that vision. This will not only show your enthusiasm but also help you align your answers with their goals.
✨Showcase Your Leadership Skills
As an Escalations Manager, you'll be leading a team. Prepare examples from your past experiences where you've successfully guided teams through challenges. Highlight your ability to develop talent and foster a collaborative environment, as this is crucial for the role.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills in high-pressure situations. Think of specific instances where you've triaged escalations or handled complex content issues. Use the STAR method (Situation, Task, Action, Result) to structure your responses effectively.
✨Engage with Cross-Functional Insights
Since the role involves collaboration with various departments, be ready to discuss how you've worked with different teams in the past. Share insights on how you can build relationships across functions like Policy, Sales, and Engineering to enhance the end-to-end flagging process.
