Trustpilot
EscalationsManager(MaternityCover)
“Escalations Manager (Maternity Cover) at Trustpilot. Skills: escalations management, people management, stakeholder management, operational excellence, content integrity. Oversee a skilled team of escalation specialists. Triage high-priority escalations”
What You'll Achieve.
ensuring swift and precise resolution of content issues that could impact Trustpilot’s reputation; strike the right balance between providing exceptional customer service and upholding platform integrity; 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; 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
Triage high-priority escalations
lead in-depth investigations to address harmful content
Improve standard operating procedures and performance assessment processes for internal teams
Contribute to the strategic roadmap of the Content Integrity team
identify improvement opportunities for tools
processes and ways of working
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; Collaborate closely with Vendor Management to ensure the BPO teams meet target KPIs and that the workload is distributed effectively
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