Escalations Specialist, Content Integrity (German Speaking)

Hamburg. Posted a month ago

The role

You will act as a subject matter expert and internal point of contact for the German and Italian markets. You will handle high-stakes customer escalations, translate technical policies into customer-facing language, and use data to identify trends in the DACH and IT markets.

What you will do

Act as an internal point of contact and business partner on matters related to Content Integrity and broader Trust.
De-escalate high-stakes customer situations for the Hamburg and Milan offices.
Handle high-pressure calls with Enterprise clients.
Translate complex technical policies and enforcement decisions into customer-facing language.
Use data to identify patterns and recurring issues within the DACH & IT markets.
Protect the brand by identifying misuse and taking corrective action.
Work closely with internal teams including Trust, Policy & Disputes, Fraud & Investigations, Enforcement, and Product.
Hold the line on Trustpilot’s values and guidelines.

Required qualifications

2–3 years of experience in Content Moderation, Trust & Safety, or a high-level Commercial/Account Management role.
Strong German (C1+ ideally) and English skills.
Proven experience in handling complex disputes and appeals from beginning to end.
Ability to follow rigid technical processes while possessing persuasive, diplomatic communication.
Experience with stakeholder management.
Comfortable presenting to senior leadership.
Process-oriented with a keen eye for detail and a bias for action.

Nice to have

Italian language skills
Content moderation experience

Benefits

Competitive compensation package + bonus
Company Pension Scheme with a 4% employer contribution of gross salary
20 days holiday with an additional 8 days after 6 months of continuous employment
2 paid volunteering days a year
Learning and development opportunities through Trustpilot Academy and Blinkist
Benefit-in-kind of 44€ a month
Health benefit of 50€ a month
Full access to Headspace
Access to a 24/7 Employee Assistance Plan
Prime location with views of the Alster
Pop-up events and company celebrations

About the company

Trustpilot is a profitable, high-growth FTSE-250 company that runs the world's largest open customer review platform. It is headquartered in Copenhagen with operations in multiple global locations.