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As Customer Communications Specialist on the Content Integrity Team, you will play a vital role at the heart of Trustpilot’s broader Trust & Transparency team, striving towards our mission of becoming a universal symbol of trust.
This role will report into the Customer Experience Team and as such will be aligned to the CX ambition, which is to design, develop and deliver a seamless experience to our Consumer and Business users across all stages and touchpoints.
In this role your main focus will be to create an end-to-end view of our customer messaging, allowing you to assess the ebb-and-flow. By doing so you will ensure we’re always keeping customers informed, clear about action we’re taking, and clear when a response or action is required of users, along with preempting timescales, next steps and outcomes for non-responders.
As part of the end-to-end view, an important part of this role will be to work closely with the Communication & Content Manager to craft the messaging, ensuring a consistency of our written style is maintained creating on-brand, simple, effective and jargon-free messages used to communicate with our customer inquiries (B2B and B2C).
You will be required to work collaboratively with our Customer Service Designer (who owns all Content Integrity Process Maps) to articulate within each of their documented processes: what communication would be triggered, the subject of that message and how that would be triggered (e.g. automated/manual/thresholds/timebound etc).
In Your Role, You Will
We Are Looking For People With
We Are
A fun dynamic team working to design and develop the best customer experiences when a user reaches out to the Content Integrity (CI) team. CI receives over 70k tickets per month from users regarding reported reviews for guideline violations. It’s our job in Customer Experience to create brilliant communications that drive efficient, helpful and friendly experiences.
What’s In It For You
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!
About Trustpilot
At 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.
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 a tangible symbol of trust in an ever-changing world. With vibrant office locations all around the world and over 50 nationalities, we’re proud to be an equal opportunity workplace with diverse perspectives and ideas.
Our purpose 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, religion, 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.
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