Trustpilot
EscalationsManager(MaternityCover)
“Escalations Manager (Maternity Cover) at Trustpilot. Skills: process management, cross-functional coordination, vendor/stakeholder management, operational metrics, resource planning, continuous improvement, people management, team leadership, content moderation, risk management, escalations, stakeholder management, strategic thinking, bias for action. Oversee a skilled team of escalation specialists to provide a high level of support to businesses, consumers and internal stakeholders. Strive for”
What You'll Achieve.
ensuring swift and precise resolution of content issues that could impact Trustpilot’s reputation as a universal symbol of trust; strike the right balance between providing exceptional customer service and upholding platform integrity by quickly addressing guideline violations; safeguarding Trustpilot’s credibility and ensuring continued trust in the content on our platform; ensure the BPO teams meet target KPIs and that the workload is distributed effectively; achieving the right outcomes for our customers
Industry & Context.
swift and precise resolution of content issues; navigate complex situations with integrity; lead in-depth investigations to address harmful content
What They're Looking For.
Must Have
Experience in people management or team leadership, Proven experience in content moderation, risk management, or escalations for an online platform, Great stakeholder management skills to engage across multiple departments and with senior stakeholders, Able to look at existing processes critically and identify ongoing improvement opportunities, Strategic thinker who is able to connect the team’s daily responsibilities to high-level goals, You will have a bias for action, and achieving the right outcomes for our customers
Nice to Have
Experience handling outsourced moderation teams is desirable, Skilled at guiding and advancing a team to carry out strategic company goals and bolster in-house career progression
What You'll Do.
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
Improve standard operating procedures and performance assessment processes for internal teams
Develop a diverse team of specialists and support ongoing career growth
How You'll Work.
Team & Collaboration
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
Applying for this Escalations Manager (Maternity Cover) role?
Most applicants get filtered before a human reads their resume. See if yours makes the cut.
ANONYMOUS · UNFILTERED
What do employees actually say about Trustpilot?
Real rants from real employees. Read before you apply.