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 range of flexible working options to dedicate time to what matters to you
• Competitive compensation package + bonus
• 28 days holiday plus two (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
• Pension and life insurance
• Health cash plan, online GP, 24/7, Employee Assistance Plan
• Full access to Headspace, a popular mindfulness app to promote positive mental health
• Paid parental leave
• Season ticket loan and a cycle to work scheme
• Central office location complete with table tennis, a gaming corner, coffee bars and all the snacks and refreshments you can ask for
• Regular opportunities to connect and get to know your fellow Trusties, including company-wide celebrations and events, ERG activities and team socials.
• Access to over 4,000 deals and discounts on things like travel, electronics, fashion, fitness, cinema discounts and more.
• Independent financial advice and free standard professional mortgage broker advice

Still not sure?

We are Open to All, which means we want everyone to feel like they can see themselves at Trustpilot. We're keen to hear about your experiences as well as how you can help to create a fantastic culture for our amazing Trusties. So, don't worry if you're looking at this job description and feel like you don't meet all the requirements, we'd still really like to hear from you!

 

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