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 maintain the integrity 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, supporting 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.
• A collaborative approach with great stakeholder management, as you will be engaging across departments.
• Skilled at handling multiple assignments concurrently with autonomy.
• You love working through problems and identifying solutions, making customers happy.
• A solution-oriented approach to task & issue handling.
• Conflict management skills & an ability to communicate effectively 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. 
• Native proficiency in German and advanced English skills are required, as you will be working in an English-first environment and collaborating closely with international teams

What's in it for you:

• Competitive compensation package + bonus
• 20 days holiday with an additional 8 days after 6 months of continuous employment
• 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
• Benefit-in-kind of 44€ a month, which can be used for a range of purposes such as private healthcare, accommodation, a company car, a gym membership, an interest-free loan, travel expenses, or any other expense 
• Health benefit of 50€ a month which you can use to spend on anything that support positive health
• Full access to Headspace, a popular mindfulness app-based service designed to promote positive mental health and access to a 24/7 Employee Assistance Plan
• Prime location with stunning views of the Alster in a brand-new office space

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