Escalations Specialist, Content Integrity

Job description

At Trustpilot, we're on an incredible journey. We're a profitable, high-growth FTSE-250 company with a big vision: to become the universal symbol of trust. We run the world's largest open customer review platform, and while we've come a long way, there's still so much exciting work to do. Come 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. Our Commercial Solutions team sits within our Content Integrity function and is responsible for supporting our internal stakeholders with escalated issues affecting our customers. As the primary "Gatekeeper" and subject matter expert for the German and Italian markets, you will act as the bridge between technical policy and commercial reality. This role is based in our Hamburg office with hybrid working. What you'll be doing: You will act as an internal point of contact and business partner on matters related to Content Integrity and broader Trust. Act as a "firefighter" for the Hamburg and Milan offices, running toward high-stakes customer situations and de-escalating them with authority. Handle high-pressure calls with Enterprise clients who may challenge our guidelines, maintaining extreme resilience and professional composure even in emotionally charged situations. Translate complex "legalese," technical policies, and enforcement decisions into "customer-facing" language that demonstrates the value of platform integrity to internal and external stakeholders. Move beyond reactive moderation by using data to identify patterns, trend lines, and recurring issues within the DACH & IT markets to proactively educate teams. Protect our brand by identifying misuse, educating businesses or users, and taking corrective action when required. Work closely with internal teams, including Trust, Policy & Disputes, Fraud & Investigations, Enforcement, and Product. Hold the line on Trustpilot’s values and guidelines, remaining objective and "blind" to a customer's spend or tier when making integrity-based decisions. Who you are: 2–3 years of experience in Content Moderation, Trust & Safety, or a high-level Commercial/Account Management role. While content moderation experience is a plus, we are highly interested in commercially-minded professionals (CSMs/Account Managers) who want to transition into the compliance and platform integrity space. Exceptional "left brain/right brain" agility: the ability to follow rigid technical processes while possessing the "art" of persuasive, diplomatic communication. Proven experience in handling complex disputes and "appeals" from beginning to end. Excellent written language skills in English and some strength and agility with German and Italian languages (some speaking and written). A team player with great stakeholder management, as you will be engaging across departments. High visibility mindset: comfortable being the "face" of Content Integrity two commercial offices and presenting to senior leadership. Process-oriented with a keen eye for detail and a "bias for action". What's in it for you: Competitive compensation package + bonus Company Pension Scheme with a 4% employer contribution of gross salary (no matching required). 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 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 supports positive health Full access