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Trustpilot is a profitable, high-growth FTSE-250 company and the world's largest open customer review platform. The Content Integrity function maintains and protects the integrity of Trustpilot's guidelines and brand.
The Commercial Solutions team within Content Integrity supports internal stakeholders with escalated issues affecting customers. As the primary gatekeeper and subject matter expert for the German and Italian markets, you will serve as the bridge between technical policy and commercial reality, based in the Hamburg office with hybrid working.
Key responsibilities:
- Act as an internal point of contact and business partner on Content Integrity matters
- Serve as a "firefighter" for the Hamburg and Milan offices, de-escalating high-stakes customer situations with authority
- Handle high-pressure calls with Enterprise clients who may challenge guidelines, maintaining resilience and professional composure in emotionally charged situations
- Translate complex legal, technical policies, and enforcement decisions into customer-facing language that demonstrates the value of platform integrity
- Move beyond reactive moderation by using data to identify patterns, trends, and recurring issues in DACH and Italian markets to proactively educate teams
- Protect the brand by identifying misuse, educating businesses or users, and taking corrective action when required
- Work closely with internal teams including Trust, Policy & Disputes, Fraud & Investigations, Enforcement, and Product
- Hold the line on Trustpilot's values and guidelines, remaining objective and independent of customer spend or tier when making integrity-based decisions
Requirements:
- 2–3 years of experience in Content Moderation, Trust & Safety, or a high-level Commercial/Account Management role
- While content moderation experience is a plus, the company is highly interested in commercially-minded professionals (CSMs/Account Managers) transitioning into compliance and platform integrity
- Exceptional "left brain/right brain" agility: ability to follow rigid technical processes while possessing the "art" of persuasive, diplomatic communication
- Proven experience handling complex disputes and appeals from beginning to end
- Excellent written English language skills with some strength and agility in German and Italian (speaking and written)
- Strong team player with excellent stakeholder management skills across departments
- High visibility mindset: comfortable being the "face" of Content Integrity for two commercial offices and presenting to senior leadership
- Process-oriented with keen attention to detail and a "bias for action"
