Customer Experience Resolution Manager
2 settimane fa
At Trustpilot, Inc., we are seeking an experienced Customer Experience Resolution Manager to oversee our Content Integrity team.
About the RoleThis is a key leadership position that requires strategic insight, operational excellence, and customer advocacy. The successful candidate will be responsible for overseeing high-priority escalations, ensuring swift and precise resolution of content issues that could impact our reputation as a universal symbol of trust.
Key Responsibilities:- Oversight of a skilled team of escalation specialists to provide exceptional support to businesses, consumers, and internal stakeholders.
- Operational excellence within the team, handling critical escalations from Customer Success Managers and executives, user appeals, and legal letters.
- Triage of high-priority escalations and lead in-depth investigations to address harmful content.
- Built relationships with cross-functional teams to develop an ongoing understanding of the end-to-end flagging process.
- Collaboration with Vendor Management to ensure BPO teams meet target KPIs and workload distribution.
- Improvement of standard operating procedures and performance assessment processes for both internal and BPO teams.
- Contribution to the strategic roadmap of the Content Integrity team and identification of improvement opportunities for tools, processes, and ways of working.
- Experience in people management or team leadership with proven ability to guide and develop teams.
- Proven experience in content moderation, risk management, or escalations for an online platform.
- Desirable experience handling outsourced moderation teams.
- Excellent stakeholder management skills to engage across multiple departments and senior stakeholders.
- Ability to critically evaluate existing processes and identify ongoing improvement opportunities.
- Strategic thinker who can connect daily responsibilities to high-level goals.
- A range of flexible working options to dedicate time to personal interests.
- Competitive compensation package including bonus.
- 25 days holiday per year, with an extra 5 days allocated after one year anniversary (prorated).
- Two paid volunteering days a year to spend on personal projects and community engagement.
- Rich learning and development opportunities through Trustpilot Academy, LinkedIn Learning, and Blinkist.
- Comprehensive health package, pension, and access to Headspace mindfulness app.
- Paid parental leave.
- Laid-back office environment with diverse languages spoken among colleagues.
- Regular company-wide celebrations, ERG activities, and team socials.
- Employee discounts to restaurants and shops.
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