About this role
At Trustpilot, we're on an incredible journey. We're a profitable, high-growth FTSE-250 company with a big vision: to become the universal symbol of trust. We run the world's largest open customer review platform, and while we've come a long way, there's still so much exciting work to do. Come join us at the heart of trust!
At Trustpilot, we're on an incredible journey. We're a profitable, high-growth FTSE-250 company with a big vision: to become the universal symbol of trust. We run the world's largest independent consumer review platform, and while we've come a long way, there's still so much exciting work to do. Come join us at the heart of trust!
The Self-Service Experience Lead owns the self-service experience layer that coordinates across Trustpilot's customer-facing AI, knowledge, and digital experience surfaces, including the Help Center. As Trustpilot's self-service capability matures, this role provides the vital orchestration function ensuring AI agents, a governed knowledge base, and digital experience tooling work together toward a shared, inclusive goal: helping all customers effortlessly resolve their needs without requiring human intervention.
Sitting within our Digital Customer Support team, your mission is to bring our "Smart Tools, Trusted Help" vision to life. This is an empowering, end-to-end ownership role for the self-service experience — responsible for shaping what an accessible, seamless digital support experience should deliver. You will track and drive containment targets, manage the self-service roadmap to proactively solve customer challenges, and ensure that cross-functional investments across AI, knowledge, and digital tooling are sequenced collaboratively to drive meaningful, measurable outcomes for our global community.
What you'll be doing:
• Co-create and maintain the Digital Customer Support self-service roadmap across AI agent capability, knowledge quality, and digital experience channels.
• Track, analyze, and transparently report on self-service containment rates and performance metrics, translating community data into actionable, empathetic insights.
• Act as a collaborative bridge between Digital Customer Support and Trustpilot's GTM, Product, and Engineering teams to ensure diverse platform needs are clearly articulated.
• Orchestrate inclusive cross-functional delivery alongside your core team members responsible for scope and delivery..
• Lead discovery and scoping for new initiatives by listening to diverse customer voices, support trends, and multi-team stakeholder input.
• Nurture the Support-to-Product feedback loop, translating customer failure patterns into actionable product insights that benefit all users.
• Champion UX fixes and continuous experience improvements with Product and Engineering teams to remove barriers and eliminate root causes of customer effort.
• Manage the self-service backlog with care, ensuring intake, prioritization, and progression focus on the h