Trustpilot
Escalations Manager (Maternity Cover)
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Escalations Manager (Maternity Cover)
** Escalations Manager – Content Integrity Team – FTSE-250 Company**
At Trustpilot, we're on an incredible journey. We are a profitable, high-growth FTSE-250 company with a bold vision: to become the universal symbol of trust.
We run the world’s largest independent consumer review platform. While we’ve made great strides, there’s still an exciting road ahead. Join us at the heart of trust!
About the Role
We are looking for a leader with a commitment to operational excellence, strategic insight, and customer advocacy to join our Content Integrity team as Escalations Manager.
In this role, you will:
- Oversee high-priority escalations, ensuring swift and precise resolution of content issues that could impact Trustpilot’s reputation as the universal symbol of trust.
- Lead considerations of exceptional customer service while upholding platform integrity by addressing guideline violations.
As a key champion of Content Integrity, you’ll handle high-stakes cases—from executive-level escalations to legal inquiries—demonstrating the judgement and integrity needed to protect Trustpilot’s credibility.
Responsibilities
Key Focus Areas:
- Oversee skilled escalation specialists who support businesses, consumers, and internal stakeholders.
- Drive operational excellence within the team, handling critical escalations from the Customer Success Managers and Executives, as well as legal letters.
- Triage high-priority escalations and lead in-depth investigations to address harmful content.
- Collaborate cross-functionally with teams in Policy, Sales, Product, Engineering, and Workforce Management to deepen understanding of the end-to-end flagging and moderation process.
- Partner with Vendor Management to ensure BPO teams meet KPIs and workload distribution targets.
- Improve standard operating procedures and performance assessment processes for internal teams.
- Contribute to the Content Integrity team’s strategic roadmap, identifying opportunities for tool, process, and workflow improvements.
- Develop a diverse team of specialists while supporting career growth.
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Requirements
Ideal Candidate:
✔ Proven experience in team leadership or people management with expertise in guiding teams. ✔ Background in content moderation, risk management, or escalations for an online platform (experience managing outsourced moderation teams is an asset). ✔ Exceptional stakeholder management skills, capable of engaging with both junior staff and senior executives. ✔ Ability to connect the team’s daily responsibilities to broader strategic goals while maintaining a bias for action and delivering customer-centric outcomes. ✔ Critical eye for processes, identifying endless improvement opportunities. ✔ Strong sense of ethical accountability, aligning team priorities with Trustpilot’s core values and operating principles.
Why Join Us?
Benefits:
- Flexible working options to balance work and personal passions.
- Competitive compensation package, including bonuses.
- 25 days holiday + two paid volunteering days to give back.
- Comprehensive learning & development opportunities, including Trustpilot Academy, LinkedIn Learning, and Blinkist subscriptions.
- Pension scheme, life insurance, and a health cash plan.
- Access to a 24/7 Employee Assistance Programme, along with resources like Headspace and an online GP.
- Paid parental leave for all staff.
- Season ticket loan and a cycle-to-work scheme.
- Fun perks: table tennis, arcade games, coffee bars, the snacks you love—and all from Trustpilot’s UK HQ in Cambridge.
- Ongoing social activities—(company-wide events, ERGs, team-building and socials). Great way to network and connect with other Trusties.
- 4,000+ exclusive discounts on travel, electronics, fashion, exercise, banking, and more.
- Independent financial advice + professional mortgage broker support is free.
- A workplace committed to fostering an innovative culture, giving you the freedom to shape your career as it thrives.
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About Trustpilot
Trustpilot began in 2007 with a straightforward yet revolutionary mission—to be the universal symbol of trust. As an impartial, open platform, we empower consumers to make the best choices and help businesses to build trust, growth, and improvement.
Today, we publish over 300 million reviews, average 64 million monthly active users, and see 140 billion annual Trustbox impressions. We have 1,000+ employees spanning Copenhagen, Amsterdam, Denver, Edinburgh, Hamburg, London, Melbourne, Milan, and New York.
We are defined by human connection, collaboration, and mutual respect across cultures. Driven by diverse perspectives and meaningful relationships, Trustpilot remains an equal opportunity workplace. Our purpose of helping people and businesses work together is what binds us—with an effective platform that gives people room to grow, without pretence, bureaucracy or stress. This future is built on yours—autonomy and passion help you shape what success means.
Join Trustpilot at the heart of trust.
Our commitment to inclusion: Trustpilot promotes equal employment opportunities without regard to race, religion, disability, sexual orientation, age, gender identity, veteran, or parental status (and more). Together, we are the heart of trust.
For accessibility enquiries about adjustments during recruitment:
Email: talent.acquisition@trustpilot.com Reference: #LI-RS1
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