We’re a leading online reviews platform, free and open to all. Our mission is to be a universal symbol of trust. We are well on our way — but there’s still an exciting journey ahead of us. Do you want to join us at the heart of trust?

Leading our local support team in the bustling city of New York, you are an integral part of a transformative global change project aimed at expanding Trustpilot's support reach worldwide. The Support Manager is a member of our Global Support Management Team that facilitates our international support operation and performance. 

In this role, you will be in charge of ensuring that our local team performs at their best, streamlining and optimizing the resolution of support inquiries helping agents deliver quality service in a high-performance environment. With your empathy and people skills, you bring positive energy to the team, creating a professional service culture that is both challenging and fun to work within.

Your expertise and leadership will be instrumental in driving the success of our customer-centric mission on a global scale.

What you’ll be doing

• Contribute to building and enhancing support processes, focusing on efficiency and scalability for our customers and consumers.
• Develop and maintain a strong relationship with the Commercial teams, Legal, and Product development teams on a global plan to ensure operational consistency.
• Motivate a team of Support Agents by defining precise performance and career goals.
• Participate and contribute to the daily work in our support team by helping to solve requests, helping our internal teams use the existing supported tools and channels, and maintaining an excellent working environment in a hybrid work setup.
• Facilitate the resolution of customer-escalated tickets and engage with the necessary resources, including the Product, Legal, and Content Integrity teams. 
• Maintain a mindset of continuous improvement in terms of efficiency of support processes, customer satisfaction, and the application of tools for monitoring, management, and optimization.
• Improve productivity by highlighting deficiencies and recommending relevant improvements in tools, training, and employee engagement to the Head of Support.
• Report team performance status to the Head of Support weekly

Who you are

• Ability to work in a fast-paced and dynamic environment 
• Adapt to changing circumstances and priorities.
• A deep understanding of customer service principles is required, based on a minimum of 3-5 years of experience in a related function.
• Understand what drives a high level of customer satisfaction in a service organization.
• Must have a good understanding of growing a successful e-commerce support operation in an international environment
• Achievement-oriented with proven leadership and people management abilities.
• Strong verbal and written communication skills 
• Must be customer service oriented and believe in teamwork, collaboration, working with integrity, being open to all and positively.

What’s in it for you

• A competitive base salary ranging from $100,000 to $112,000 gross per year. This range doesn’t include any variable pay such as bonuses, awards made under Trustpilot’s equity program or other benefits. 
• A range of flexible working options to dedicate time to what matters to you
• 20 vacation days + 2 personal days +10 paid holidays per year 
• 2 (paid) volunteering days a year to spend your time giving back to the causes that matter to you and your community
• Rich learning and development opportunities supported through the Trustpilot Academy, LinkedIn Learning and Blinkist
• Full health insurance 
• 401k matching your contributions dollar-for-dollar up to 4% of your base salary
• Discounted club membership at Life Time Fitness
• 24/7 Employee Assistance Plan and full access to Headspace, a popular mindfulness app to promote positive mental health
• Paid parental leave for employees who have been employed for over 6 months with full full scope of benefit after 12 months
• Regular opportunities to connect and get to know your fellow Trusties, including company-wide celebrations and events, ERG activities and team socials
• A friendly, open office complete with a foosball table, roof deck with wifi (rooftop meeting anyone?!) and unlimited snacks and drinks 
• Free breakfast and lunch on  Wednesdays and Thursday and extra treats and events during the month —  think ice cream carts, coffee bars and massages, to name a few

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!

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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.