Head of Content Integrity Customer Satisfaction (#2812557) 

Vauxhall, London, United Kingdom

We’re a leading online reviews platform, free and open to all. Our mission is to be a 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?As the Head of Content Integrity Customer Satisfaction you will be part of our Trust & Transparency team working within the Content Integrity team. You’ll be responsible for setting the strategy on how we engage with reviewers and companies ensuring this is understood followed by our large team of dedicated agents. Our Content Integrity team plays a vital role at the front line of our platform making fast, impactful decisions, assessing reviews that are reported for infringing our Guidelines and explaining the reasons to affected reviewers and customers. In your role, you will:Shape and embed a ‘customer service’ culture within a traditionally ‘compliance’ oriented team, ensuring our tone of voice and manner of communication is recognisably friendly, human, and helpful;Work with our Content & Communications Manager to improve, refine and consolidate our macros and other template forms of communication across Content Integrity and Enforcement;Work with our Quality Assurance & Knowledge team to: evolve and enhance our approach to Quality Assurance and Knowledge Management to make it scalable, tech driven, ‘fit for future’ and a key driver in embedding the right behaviours;train and empower agents to ensure they can go ‘off-script’ from macros but in a safe and consistent way;ensure that our QA & performance management checks encourage the optimum engagement and comms behaviours;Work with our QA & Knowledge team to ensure we have a regular training programme in place which supports and reinforces all of the above.Collaborate with our Director of Content Integrity on identifying and implementing changes that improve consistency, efficiency and scalability of Content Integrity & Enforcement. We are looking for people with:Relevant experience leading a team dealing with the customer issues in a fast-growing consumer-focussed technology business.Excellent English communication skills and an understanding of the nuances of communicating with businesses and consumers alikeThe ability to think big but execute on a granular levelDynamism, fun and ability to remain positive and calm under pressureThe ability to communicate complex matters confidently and in simple terms to colleagues at all levelsDemonstrable success working in a team environmentThe ability to think on your feet and operate in new and sometimes ambiguous areasWe are:A fun dynamic team working at the front line of the platform to drive Content Integrity (CI). We have CI teams in all our global offices except Berlin along with two outsourced partners. CI receives over 70k tickets per month from consumers and users regarding reported reviews for guideline violations. CI agents use standard templates on first contact to scale operations whilst striving to ensure quality in our services and process adherence to align trust in our services. As we get more reviews every year the Content Integrity is constantly growing and looking to scale operations. Whether this be through process optimization, product changes or other ways, we're constantly evolving.We offer:The chance to join an international, ambitious and evolving businessA unique opportunity to grow alongside Trustpilot’s own growth and maturityAn international, fast-paced, diverse and fun working environment.Vibrant culture with unlimited snacks (be careful of your waistline), ping pong, darts and amazing social events.Competitive salary, bonus and benefits package.Application deadline: 11th DecemberAbout TrustpilotAt Trustpilot, we’re passionate about our mission to offer a free and open to all review platform, built on collaboration. For consumers, we’re a place to connect with and influence businesses. For companies, we’re a platform for progress; a way to improve and innovate by engaging and collaborating with consumers. Working here is an opportunity to collaborate with talented and dedicated people in a rapidly growing, fast-paced and agile environment.With vibrant office locations all around the world and over 40 nationalities, we’re proud to be an equal opportunity workplace with diverse perspectives and ideas. We work hard every day, but we also take the time to catch up with colleagues over a game of ping-pong, a cup of coffee or maybe grab a beer after work.Trustpilot is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: Trustpilot is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Trustpilot are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Trustpilot will not tolerate discrimination or harassment based on any of these characteristics. Trustpilot encourages applicants of all ages.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.

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United Kingdom