Customer Support and Enforcement Specialist

Denver, CO, United States

As our Customer Education & Enforcement Specialist (Maternity Cover) your priority is to ensure our customers (consumers and businesses) understand our values. Where misuse is identified our goal is to translate our values into their actions.

You will play a significant part in ensuring Trustpilot remains the go to review site by ensuring that content can be trusted and our brand is not being misused. You will achieve this through education and as a last resort enforcement action. You will be responsible for ensuring our guidelines and protecting our brand by identifying misuse, educating businesses or users and taking corrective action when required. You will also support our Brand and Marketing teams to ensure that our Intellectual Property Rights are not violated and only genuine businesses are using Trustpilots brand in their marketing material. Additionally, you will remove businesses from our platform when they misuse or do not fit Trustpilots values.

You may on occasion be consulted as a subject matter expert by other Content Integrity teams or departments throughout Trustpilot to help support improvements to our education, detection and correction of misuse, development of process or to assist with escalated cases.

You will work closely with a number of internal teams including Legal, Investigations and Commercial teams along with colleagues from other Content Integrity teams to help protect Trustpilots brand and reputation.

**Your Responsibilities:**

* Work closely with other departments throughout Trustpilot to ensure improvements to our detection of misuse.

* Perform compliance checks on behalf of our Brand and Marketing team.

* Help our Legal and Brand teams protect Trustpilots Intellectual Property Rights.

* Investigate and remove bad fit businesses from Trustpilot and help to identify business sectors that do not fit with Trustpilots ethical values.

* Provide second opinions and assist with escalated cases related to any misuse of our review platform.

* Cooperate with our Technology department, including Fraud Investigators, sharing expertise necessary for building compliance tools and databases that help us to scale better and work more efficiently.

* Assist with developing, maintaining, and revising policies and procedures for Education and Enforcement operations.

* Educate and increase awareness within Trustpilot about the work and fundament of Customer Education and Enforcement operations and trust & transparency principles.

* Provide support to our Commercial team and Partners on Education and Enforcement matters.

**We are:**

A fun dynamic team responsible for enforcing Trustpilots guidelines along with defending and protecting Trustpilots brand. Spread over several office locations including Copenhagen, Vilnius, and Denver, we play a significant part in keeping the trust in Trustpilot.

**We are looking for people with:**

* Excellent written language skills in English. (Additional languages are a plus)

* Ideally a minimum of 2 years relevant work experience in compliance, customer support or similar.

* Excellent analytical and detection skills: the ability to detect suspicious patterns of abuse through scrutinizing multiple indicators and using multiple tools for detection.

* A team player with great stakeholder management, as you will be engaging across departments.

* Able to work independently & juggle multiple tasks at once. A proactive approach to task & issue handling.

* Conflict management skills & an ability to communicate politely in all situations and at all levels.

* Process oriented & a keen eye for detail.

* Ability to structure & prioritize your time.

* A can-do person who works efficiently & takes pride in correcting misuse and fraud.

**About Trustpilot**

At Trustpilot, were passionate about our mission to offer a free and open to all review platform, built on collaboration. For consumers, were a place to connect with and influence businesses. For companies, were 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, were 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*

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