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- Tasks: Act as a key contact for escalated customer issues and maintain Trustpilot's integrity.
- Company: Join Trustpilot, a leading FTSE-250 company on a mission to build trust.
- Benefits: Competitive salary, flexible working hours, and opportunities for personal growth.
- Other info: Dynamic team environment with a focus on innovation and career advancement.
- Why this job: Be the hero in high-stakes situations and make a real difference in customer experiences.
- Qualifications: Strong communication skills and ability to handle pressure with professionalism.
The predicted salary is between 40000 - 50000 £ 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!
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. Our Commercial Solutions team sits within our Content Integrity function and is responsible for supporting our internal stakeholders with escalated issues affecting our customers.
As the primary "Gatekeeper" and subject matter expert for the UK market—our largest commercial hub—you will act as the bridge between technical policy and commercial reality.
What you'll be doing:
- You will act as an internal point of contact and business partner on matters related to Content Integrity.
- Act as a "firefighter" for the London office, running toward high-stakes customer situations and de-escalating them with authority.
- Handle high-pressure calls with enterprise clients who may challenge our guidelines, maintaining extreme resilience and professional composure even in emotionally charged situations.
- Translate complex "legalese," technical policies, and enforcement decisions into "customer-facing" language that demonstrates the value of platform integrity to internal and external stakeholders.
- Move beyond reactive moderation by using data to identify patterns, trend lines, and recurring issues within the UK market to proactively educate teams.
- Protect our brand by identifying misuse, educating businesses or users, and taking corrective action when required.
- Work closely with internal teams, including Trust, Policy & Disputes, Fraud & Investigations.
Escalations Specialist employer: Trustpilot
Contact Detail:
Trustpilot Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Escalations Specialist
✨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 practising common questions related to escalations and customer service. We recommend role-playing with a friend to nail down your responses and show off your problem-solving skills.
✨Tip Number 3
Showcase your resilience! During interviews, share specific examples of how you've handled high-pressure situations. This will demonstrate that you can keep your cool, just like a true 'firefighter' in the role.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you're genuinely interested in joining the Trustpilot team.
We think you need these skills to ace Escalations Specialist
Some tips for your application 🫡
Show Your Passion for Trust: When you're writing your application, let your enthusiasm for building trust shine through. We want to see how you connect with our mission and why you believe in the importance of integrity in customer service.
Tailor Your Experience: Make sure to highlight your relevant experience that aligns with the role of an Escalations Specialist. Use specific examples that demonstrate your ability to handle high-pressure situations and de-escalate conflicts effectively.
Keep It Clear and Concise: We appreciate clarity! Avoid jargon and keep your language straightforward. Remember, you’ll be translating complex policies into customer-friendly terms, so show us you can do that in your application too.
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 this exciting opportunity at Trustpilot.
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 a universal symbol of trust and how the Content Integrity team plays a crucial role in that vision. This knowledge will help you align your answers with their goals and show that you're genuinely interested.
✨Prepare for High-Pressure Scenarios
As an Escalations Specialist, you'll need to handle high-stakes situations. Think of examples from your past experiences where you've successfully de-escalated a tense situation or resolved a complex issue. Be ready to discuss these scenarios in detail, highlighting your resilience and problem-solving skills.
✨Master the Art of Communication
You'll be translating complex policies into customer-friendly language, so practice explaining technical concepts in simple terms. During the interview, demonstrate your ability to communicate clearly and effectively, as this will be key in your role at Trustpilot.
✨Show Your Analytical Side
Trustpilot values proactive approaches, so be prepared to discuss how you've used data to identify trends or recurring issues in previous roles. Bring examples of how your analytical skills have led to improvements or solutions, showcasing your ability to think ahead and protect the brand.