Escalations Specialist, Content Integrity

4 weeks ago

New York, New York, United States Trustpilot Full time

Our vision is to be the universal symbol of trust, bringing consumers and businesses together through reviews. We are well on our way — but there's still an exciting journey ahead. 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.

As a Specialist in our Content Integrity function your priority is to ensure our customers (consumers and businesses) understand our values. Where content that violates our guidelines is identified our goal is to act quickly, providing a clear outcome for our customers. You will play a significant part in ensuring Trustpilot remains the go to review site by ensuring that content can be trusted.

What you'll be doing:

  • You will be responsible for ensuring our guidelines and protecting our brand by identifying misuse, educating businesses or users and taking corrective action when required.
  • You may on occasion be consulted as a subject matter expert by others throughout Trustpilot to help or to assist.
  • You will work closely with a number of internal teams including Trust & Safety, Policy & Disputes, Fraud & Investigations and Commercial teams along with colleagues from other functions within CI to help keep the trust in Trustpilot.
  • Additionally you will also handle disputes from beginning to the end, which also includes in depth investigations, communicating the final decision clearly and transparently.
  • You will also work on legal letters and supporting the Legal team, helping the Communications team with consumer outreach and other comms related requests, as well as being in contact with the authorities worldwide for adhoc cases that require immediate action.
  • You will work on our appeals workstream, acting as an escalation point when our engine or agent decisions are challenged. This will involve thorough investigation of the original decision and clear communication to the impacted party with accurate outcomes. This may also involve closing the feedback loop for partner agents or tech teams if improvements or opportunities are identified.
  • You will be 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.

Who you are:

  • Proven experience in content moderation.
  • Experience in a customer services/support environment is desirable.
  • Excellent written language skills in English. (Additional languages are a plus)
  • A team player with great stakeholder management, as you will be engaging across departments.
  • Able to work independently & juggle multiple tasks at once.
  • You love working through problems and identifying solutions, making customers happy.
  • A proactive approach to task & issue handling.
  • Conflict management skills & an ability to communicate politely in all situations and at all levels.
  • Process oriented & a keen eye for detail.
  • Ability to structure & prioritise your time.
  • A can-do person who works efficiently & takes pride in their work.
  • You will have a bias for action, and achieving the right outcomes for our customers.
  • Experience in compliance or a similar regulated environment would be an advantage.

What's in it for you:

  • A competitive base salary ranging from $ 60,000 to 65,000 USD gross per year. This range doesn't include any variable pay such as bonuses, awards made under Trustpilot's equity program or other benefits.
  • 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 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 (rooftop meeting anyone?) and unlimited snacks and drinks
  • Communal lunch, extra treats and events during the month — think ice cream carts, coffee bars and massages, to name a few

Still not sure?

We want to be a part of creating a more diverse, equitable, and inclusive world of work for all. We're excited to hear about your experiences as well as how you will contribute to our working culture. So, even if you don't feel you don't meet all the requirements, we'd still really like to hear from you

#LI-SK1


About us

Trustpilot began in 2007 with a simple yet powerful idea that is more relevant today than ever — to be the universal symbol of trust, bringing consumers and businesses together through reviews. Trustpilot is open, independent, and impartial — we help consumers make the right choices and businesses to build trust, grow and improve.

Today, we have more than 260 million reviews and 57 million monthly active users across the globe, with 117 billion annual Trustpilot brand impressions, and the numbers keep growing. We have more than 900 employees and we're headquartered in Copenhagen, with operations in Amsterdam, Denver, Edinburgh, Hamburg, London, Melbourne, Milan and New York.

We're driven by connection. It's at the heart of what we do. Our culture keeps things fresh –– it's built on the relationships we create. We talk, we laugh, we collaborate and we respect each other. We work across borders and cultures to be the universal symbol of trust in an ever-changing world. With vibrant office locations worldwide and over 50 nationalities, we're proud to be an equal-opportunity workplace with diverse perspectives and ideas.

Our purpose to help people and businesses help each other is a tall order, but we keep it real. We're a great bunch of humans, doing awesome stuff, without fuss or pretense. A successful Trustpilot future is driven by you –– we give you the autonomy to shape a career you can be proud of. If you're ready to grow, let's go.

Join us at the heart of trust.

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