At a Glance
- Tasks: Lead a team to resolve high-priority escalations and ensure content integrity.
- Company: Join Trustpilot, a fast-growing 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 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.
Escalations Manager (Maternity Cover) employer: Trustpilot
Trustpilot is an exceptional employer that fosters a vibrant and inclusive work culture, offering flexible working options and a competitive compensation package. With a strong commitment to employee growth through rich learning opportunities and a supportive environment, Trustpilot empowers its team members to thrive while contributing to the company's mission of becoming the universal symbol of trust. Located in a central office with engaging amenities and regular social events, employees enjoy a collaborative atmosphere that values diverse perspectives and encourages meaningful connections.
StudySmarter Expert Advice🤫
We think this is how you could land Escalations Manager (Maternity Cover)
✨Tip Number 1
Network like a pro! Reach out to people in your industry, especially those at Trustpilot. A friendly chat can open doors and give you insights that a job description just can't.
✨Tip Number 2
Prepare for the interview by knowing Trustpilot inside out. Familiarise yourself with their mission and values, and think about how your experience aligns with their vision of being the universal symbol of trust.
✨Tip Number 3
Showcase your problem-solving skills during interviews. As an Escalations Manager, you'll need to demonstrate how you handle complex situations with integrity and operational excellence.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets the attention it deserves. Plus, we love seeing candidates who are proactive about joining our team.
We think you need these skills to ace Escalations Manager (Maternity Cover)
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, and show us how you can contribute to our mission of being the universal symbol of trust.
Showcase Your Leadership Skills:We want to see your ability to lead and develop teams. Share specific examples of how you've guided teams through complex situations or escalations, and how you've achieved operational excellence in your previous roles.
Be Clear and Concise:When writing your application, keep it straightforward. Use clear language and structure your thoughts logically. This will help us understand your qualifications and how you can fit into our Content Integrity team.
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. We can’t wait to hear from you!
How to prepare for a job interview at Trustpilot
✨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 foster operational excellence and how you've previously improved processes or resolved escalations effectively.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills in high-pressure situations. Think of specific scenarios where you've handled escalations or content moderation issues. Be ready to discuss your thought process and the outcomes of your actions to demonstrate your strategic thinking.
✨Engage with Cross-Functional Collaboration
Trustpilot values collaboration across departments. Be prepared to discuss how you've built relationships with various stakeholders in previous roles. Share examples of how you’ve worked with teams like Policy, Sales, or Engineering to achieve common goals, as this will resonate well with their team-oriented culture.
