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: Enjoy a vibrant office culture with fun activities and great 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, with strong stakeholder management skills.
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.
Escalations Manager (Maternity Cover) in London employer: Trustpilot
At Trustpilot, we pride ourselves on being a dynamic and inclusive employer that champions operational excellence and employee growth. Our central office fosters a vibrant work culture with flexible working options, competitive compensation, and rich learning opportunities through the Trustpilot Academy. Join us to be part of a team that not only values your contributions but also supports your career development while making a meaningful impact in the world of consumer 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 us insider info about the company culture and what they really value in candidates.
✨Tip Number 2
Prepare for the interview by diving deep into Trustpilot’s mission and values. We want to show that we’re not just a good fit for the role, but that we genuinely care about becoming part of their journey towards trust.
✨Tip Number 3
Practice situational questions! As an Escalations Manager, we’ll likely face tricky scenarios. Think through how we’d handle high-pressure situations and be ready to share our thought process during the interview.
✨Tip Number 4
Don’t forget to follow up after the interview! A quick thank-you email can keep us fresh in their minds and show our enthusiasm for the role. Plus, it’s a great chance to reiterate why we’re the perfect fit!
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, and show us how you can contribute to Trustpilot's mission of becoming the universal symbol of trust.
Showcase Your Leadership Skills:We want to see your leadership style! Share examples of how you've guided teams through complex situations and improved processes. This will help us understand how you can lead our Content Integrity team effectively.
Be Clear and Concise:When writing your application, keep it straightforward. Use clear language and avoid jargon. We appreciate a well-structured application that gets straight to the point, showing us your skills and experiences without any fluff.
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. Plus, it shows us you're keen on joining our Trustpilot family!
How to prepare for a job interview at Trustpilot
✨Know Trustpilot 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
Be ready to discuss your experience in people management and team leadership. Prepare specific examples of how you've guided teams through challenges, especially in content moderation or escalations. Highlight your ability to develop talent and foster a collaborative environment.
✨Demonstrate Strategic Thinking
Trustpilot is looking for someone who can connect daily tasks to high-level goals. Think of instances where you've identified improvement opportunities in processes or tools. Be prepared to share how your strategic insights have led to operational excellence in previous roles.
✨Engage with Stakeholders
Since this role involves working with various departments, be ready to discuss your stakeholder management skills. Share examples of how you've successfully engaged with cross-functional teams and senior stakeholders to achieve common objectives. This will show your ability to navigate complex situations effectively.
