Escalations Specialist, Content Integrity

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 open customer 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 German and Italian markets, you will act as the bridge between technical policy and commercial reality. This role is based in our Hamburg office with hybrid working. What you'll be doing: • You will act as an internal point of contact and business partner on matters related to Content Integrity and broader Trust. • Act as a "firefighter" for the Hamburg and Milan offices, 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 DACH & IT markets 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 guidelines, remaining objective and "blind" to a customer's spend or tier when making integrity-based decisions. Who you are: • 2–3 years of experience in Content Moderation, Trust & Safety, or a high-level Commercial/Account Management role. • While content moderation experience is a plus, we are highly interested in commercially-minded professionals (CSMs/Account Managers) who want to transition into the compliance and platform integrity space. • Exceptional "left brain/right brain" agility: the ability to follow rigid technical processes while possessing the "art" of persuasive, diplomatic communication. • Proven experience in handling complex disputes and "appeals" from beginning to end. • Excellent written language skills in English and some strength and agility with German and Italian languages (some speaking and written). • A team player with great stakeholder management, as you will be engaging across departments. • High visibility mindset: comfortable being the "face" of Content Integrity two commercial offices and presenting to senior leadership. • Process-oriented with a keen eye for detail and a "bias for action". What's in it for you: • Competitive compensation package + bonus • Company Pension Scheme with a 4% employer contribution of gross salary (no matching required). • 20 days holiday with an additional 8 days after 6 months of continuous employment • 2 (paid) volunteering days a year to spend your time giving back to the causes that matter to you and your community • Rich learning and development opportunities supported through the Trustpilot Academy and Blinkist • Benefit-in-kind of 44€ a month, which can be used for a range of purposes such as private healthcare, accommodation, a company car, a gym membership, an interest-free loan, travel expenses, or any other expense • Health benefit of 50€ a month which you can use to spend on anything that supports positive health • Full access to Headspace, a popular mindfulness app-based service designed to promote positive mental health, and access to a 24/7 Employee Assistance Plan • Prime location with stunning views of the Alster in a brand-new office space • Pop-up events, company celebrations Still not sure? We want to be a part of creating a more diverse, equitable, and inclusive world of work for all. We’re excited to hear about your experiences along with how you will contribute to our working culture. Even if you don’t feel you meet all the requirements, we'd still really like to hear from you! #LI-PM1 About us Trustpilot began in 2007 with a simple yet powerful idea that is more relevant today than ever — to be the universal symbol of trust, bringing consumers and businesses together through reviews. Trustpilot is open, independent, and impartial — we help consumers make the right choices and businesses to build trust, grow and improve. Today, we have more than 350 million reviews and 60 million monthly active users across the globe, with 149 billion annual Trustpilot brand impressions, and the numbers keep growing. We have more than 1000 employees and we’re headquartered in Copenhagen, with operations in Amsterdam, Denver, Edinburgh, Hamburg, London, Melbourne, Milan and New York. We’re driven by connection. It’s at the heart of what we do. Our culture keeps things fresh –– it’s built on the relationships we create. We talk, we laugh, we collaborate and we respect each other. We work across borders and cultures to be the universal symbol of trust in an ever-changing world. With vibrant office locations worldwide and over 50 nationalities, we’re proud to be an equal opportunity workplace with diverse perspectives and ideas. Our purpose to help people and businesses help each other is a tall order, but we keep it real. We’re a great bunch of humans, doing awesome stuff, without fuss or pretense. A successful Trustpilot future is driven by you –– we give you the autonomy to shape a career you can be proud of. If you’re ready to grow, let’s go. Join us at the heart of trust. Trustpilot is committed to creating an inclusive environment where people from all backgrounds can thrive and where different viewpoints and experiences are valued and respected. Trustpilot will consider all applications for employment without regard to race, ethnicity, national origin, religious beliefs, gender identity or expression, sexual orientation, neurodiversity, disability, age, parental or veteran status. Together, we are the heart of trust. Trustpilot is a global company and our data practices are designed to ensure that your personally identifiable information is appropriately protected. Please note that your personal information will be transferred, accessed, and stored globally as necessary for the uses and disclosures stated in our Privacy Policy. If you have a disability and would like to discuss any adjustments you might need either in submitting your application, or to the recruitment process more generally, please let us know by contacting our Talent Acquisition Team (talent.acquisition@trustpilot.com) quoting the role you wish to apply for.