Escalations Specialist, Content Integrity

1 month ago


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

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

Key Responsibilities
  • Identify and address content misuse, educating businesses or users and taking corrective action when required.
  • Work closely with internal teams, including Trust & Safety, Policy & Disputes, Fraud & Investigations, and Commercial teams, to maintain the trust in Trustpilot.
  • Handle disputes from beginning to end, including in-depth investigations, clear communication of final decisions, and transparent outcomes.
  • Support the Legal team with legal letters and assist the Communications team with consumer outreach and other comms-related requests.
  • Act as an escalation point for our front-line agents, assisting in handling tickets that they are unable to resolve.
  • Other tasks related to content moderation defined by management as required.
Requirements
  • Proven experience in content moderation.
  • Experience in a customer services/support environment is desirable.
  • Excellent written language skills in English.
  • A team player with great stakeholder management skills.
  • Able to work independently and juggle multiple tasks at once.
  • Love working through problems and identifying solutions, making customers happy.
  • A proactive approach to task and issue handling.
  • Conflict management skills and an ability to communicate politely in all situations and at all levels.
  • Process-oriented and a keen eye for detail.
  • Ability to structure and prioritize your time.
  • A can-do person who works efficiently and takes pride in their work.
What We Offer
  • A competitive base salary ranging from $60,000 to $65,000 USD gross per year.
  • A range of flexible working options to dedicate time to what matters to you.
  • 20 vacation days + 2 personal days + 10 paid holidays per year.
  • 2 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.
  • Full health insurance.
  • 401k matching your contributions dollar-for-dollar up to 4% of your base salary.
  • Discounted club membership at Life Time Fitness.
  • 24/7 Employee Assistance Plan and full access to Headspace, a popular mindfulness app to promote positive mental health.
  • Paid parental leave for employees who have been employed for over 6 months with full scope of benefit after 12 months.
  • Regular opportunities to connect and get to know your fellow Trusties, including company-wide celebrations and events, ERG activities, and team socials.
  • A friendly, open office complete with a foosball table, roof deck with wifi, and unlimited snacks and drinks.
  • Communal lunch, extra treats, and events during the month.


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