Escalations Specialist, Content Integrity

July 17

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Trustpilot

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Behind every Trustpilot review is an experience that matters.

online reviews • review software • online reputation management • customer reviews • consumer reviews

501 - 1000

💰 $55M Series E on 2019-03

Description

• Ensure customers understand values • Identify content violations, act quickly, provide clear outcomes • Work with internal teams to maintain trust in Trustpilot • Handle disputes, investigations, and maintain clear communication • Assist front line agents and handle escalated tickets • Handle legal letters, support Legal team, assist Communications team • Work on appeals, investigations, and close feedback loop • 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. (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

Benefits

• A competitive base salary ranging from $ x to x 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