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Content Integrity Specialist

2 months ago

New York, Lincolnshire, United Kingdom Trustpilot Full time
About the Role

We are seeking a highly skilled Content Integrity Specialist to join our team at Trustpilot. As a key member of our Content Integrity function, you will play a critical role in ensuring the integrity of our platform and maintaining the trust of our customers.

Key Responsibilities
  • Content Moderation: Identify and address content that violates our guidelines, ensuring a seamless user experience for our customers.
  • Escalations Management: Act as an escalation point for our front-line agents, assisting in handling complex tickets that require specialized expertise.
  • Collaboration and Communication: Work closely with internal teams, including Trust & Safety, Policy & Disputes, and Commercial teams, to ensure a unified approach to content moderation and customer trust.
  • Dispute Resolution: Handle disputes from beginning to end, including in-depth investigations, clear communication, and transparent decision-making.
  • Legal and Compliance: Support the Legal team with legal letters and other compliance-related tasks, ensuring adherence to regulatory requirements.
  • Appeals and Feedback: Investigate and resolve appeals related to engine or agent decisions, ensuring accurate outcomes and closing feedback loops with partner agents or tech teams.
Requirements
  • Proven Experience: Minimum 2 years of experience in content moderation, with a strong understanding of online community guidelines and regulations.
  • Customer Service: Experience in a customer-facing role, with excellent communication and problem-solving skills.
  • Language Skills: Fluency in English, with additional languages a plus.
  • Teamwork and Stakeholder Management: Ability to work collaboratively with cross-functional teams, managing stakeholders and prioritizing tasks effectively.
  • Conflict Resolution: Proven ability to resolve conflicts and communicate effectively in all situations.
  • Process Orientation: Strong attention to detail and process-oriented mindset, with a keen eye for regulatory compliance.
What We Offer
  • Competitive Salary: A competitive base salary ranging from $60,000 to $65,000 USD gross per year.
  • Flexible Working Options: A range of flexible working options to balance work and personal life.
  • Benefits and Perks: Comprehensive benefits package, including health insurance, 401k matching, and paid parental leave.
  • Professional Development: Opportunities for growth and development through training, mentorship, and career advancement.