WE’RE A LEADING ONLINE REVIEWS PLATFORM, FREE AND OPEN TO ALL. OUR VISION IS TO BE THE UNIVERSAL SYMBOL OF TRUST. WE ARE WELL ON OUR WAY — BUT THERE’S STILL AN EXCITING JOURNEY AHEAD OF US. DO YOU WANT TO 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.
As a Specialist in our Content Integrity function your priority is to ensure our customers (consumers and businesses) understand our values. Where content that violates our guidelines is identified our goal is to act quickly, providing a clear outcome for our customers. You will play a significant part in ensuring Trustpilot remains the go to review site by ensuring that content can be trusted.

STILL NOT SURE?

We are Open to All, which means we want everyone to feel like they can see themselves at Trustpilot. We’re keen to hear about your experiences as well as how you can help to create a fantastic culture for our amazing Trusties. So, don’t worry if you’re looking at this job description and feel like you don’t meet all the requirements, we’d still really like to hear from you!

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• You will be responsible for ensuring our guidelines and protecting our brand by identifying misuse, educating businesses or users and taking corrective action when required.
• You may on occasion be consulted as a subject matter expert by others throughout Trustpilot to help or to assist.
• You will work closely with a number of internal teams including Trust & Safety, Policy & Disputes, Fraud & Investigations and Commercial teams along with colleagues from other functions within CI to help keep the trust in Trustpilot.
• Additionally you will also handle disputes from beginning to the end, which also includes in depth investigations, communicating the final decision clearly and transparently.
• You will also work on legal letters and supporting the Legal team, helping the Communications team with consumer outreach and other comms related requests, as well as being in contact with the authorities worldwide for adhoc cases that require immediate action.
• You will work on our appeals workstream, acting as an escalation point when our engine or agent decisions are challenged. This will involve thorough investigation of the original decision and clear communication to the impacted party with accurate outcomes. This may also involve closing the feedback loop for partner agents or tech teams if improvements or opportunities are identified.
• You will be an escalation point for our front line agents, assisting in handling tickets that they are unable to resolve.
• Other tasks related to content moderation defined by management as required.