Escalations Specialist

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!

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 UK market—our largest commercial hub—you will act as the bridge between technical policy and commercial reality.

What you'll be doing

You will act as an internal point of contact and business partner on matters related to Content Integrity.

Act as a "firefighter" for the London office, 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 UK market 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 g