Escalations Manager (Maternity Cover)

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 independent consumer 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!

We are looking for a leader with a commitment for operational excellence, strategic insight, and customer advocacy to join our Content Integrity team as Escalations Manager. In this role, you’ll be responsible for overseeing high-priority escalations, ensuring swift and precise resolution of content issues that could impact Trustpilot’s reputation as a universal symbol of trust. Your leadership will help strike the right balance between providing exceptional customer service and upholding platform integrity by quickly addressing guideline violations.

As a key figure in Content Integrity, you’ll handle critical cases - from executive-level escalations to legal inquiries. Your ability to navigate complex situations with integrity will be essential to safeguarding Trustpilot’s credibility and ensuring continued trust in the content on our platform.

What you'll be doing

Oversee a skilled team of escalation specialists to provide a high level of support to businesses, consumers and internal stakeholders.

Strive for operational excellence within your team, who handle critical escalations from Customer Success Managers and Executives and legal letters.

Triage high-priority escalations and lead in-depth investigations to address harmful content.

Build and maintain key relationships with cross-functional teams including Policy, Sales, Product, Engineering and Workforce Management to develop an ongoing understanding of the end-to-end flagging process.

Collaborate closely with Vendor Management to ensure the BPO teams meet target KPIs and that the workload is distributed effectively.

Improve standard operating procedures and performance ass