Strength in Trust

Our goal at OneTrust is to bring the power of trust to companies all over the world. Using cutting-edge technology and a real-world approach to ethics, compliance, privacy, security, and third-party risk, we’ve created a no-nonsense platform to help supercharge the global push for trust.

The Challenge

OneTrust’s customers rely on our platform to drive key business processes, and our Support team is critical to ensure their satisfaction and success. We are recruiting for Incident & Escalation Managers, who will be responsible for management and resolution of SLA escalations and coordination of responses to major technical support incidents for OneTrust customers.

Your Mission

  • Independently drive escalations from initiation through to resolution while collaborating with both internal and external stakeholders 
  • Work with internal support / technical / operational teams to unblock troubleshooting and prioritise resourcing & effort 
  • Manage regular communications (e.g. status updates regarding troubleshooting and resolution timelines, establish and chair incident bridges) to both customers and internal stakeholders / management 
  • Analyse escalation trends and produce strategic recommendations to proactively address systemic issues 
  • Contribute to continual improvement of OneTrust’s escalation processes  
  • Be an advocate for OneTrust’s escalation processes internally, driving awareness amongst colleagues 

You Are

  • Independent operator, with a structured approach to prioritising and managing workload   
  • Comfortable communicating with senior stakeholders, both internal and external 
  • Empathetic to customer concerns and able to remain calm under pressure 
  • Able to quickly form and lead an ad hoc team to resolve a customer’s issue 
  • A methodical troubleshooter 
  • Able to quickly grasp detailed technical information and translate into business-facing updates 
  • Comfortable working non-standard hours or being on call as determined by the situation 

Your Experience Includes

  • 2+ years’ experience in an incident management role 
  • Proven success in and genuine enthusiasm for working directly with customers 
  • Practical experience in troubleshooting software and web services 
  • Excellent verbal and written communication skills, including the ability to chair meetings and write concise status updates 

Extra Awesome

  • Experience working with Salesforce Services module 
  • Language skills (French, German, Italian, Spanish, Portuguese) 

Benefits 

As an employee at OneTrust, you will be a part of the OneTeam. That means equity, bonuses, unlimited PTO, and 100% paid medical benefits (and that’s just the beginning!).  

Our employee rewards philosophy spans mental, physical, and emotional well-being because we want our people to succeed both in and out of the office. Some benefits differ depending on region, but here’s what you can expect from our OneTeam Total Rewards Program: 

  • Competitive Compensation: We offer top pay for top talent with competitive total packages including equity for all, performance bonuses, and retirement savings with match. We’re also committed to fair and equitable pay practices. 
  • Workstyle Flexibility: At home or in the office, we trust you to get the job done. Our people have the option to work in the office, fully remote, or a hybrid based on their role. Explore a new country with our short- and long-term global mobility program, and go green with commuter program discounts, and in-office perks (free food, drinks, and happy hours, anybody?). 
  • Career Development: You’re not just joining any company; you’re joining the #1 fastest growing company on the 2020 Inc. 500 and the category-defining software platform for trust. You can become an expert and earn industry certifications with training and exams paid for by us and access to our learning & development program and guest speaker series. 
  • Employee Recognition: We celebrate our accomplishments the best way we know how – together. Our people are invited to attend employee appreciation social events (including our awesome annual holiday party), participate in ticket giveaways for local city events based on your home office location, and celebrate one another through our #CheersforPeers channel. 
  • Focus on Wellbeing: Take the vacation or volunteer - we have unlimited PTO globally. You’ll also have access to ClassPass memberships, generous company holidays and your birthday off, paid sick days, Employee Resource Groups (or, as we call them, Employee Trust Groups), and other ways to get connected or support company diversity, equity, and inclusion goals.  
  • Health Benefits: No package is complete without great health benefits. This role may receive company-paid employee healthcare premiums, parental leave, and access to mental health benefits and employee assistance programs. Specific benefits differ by location, so please check with your recruiter to specify what this role will receive. 

Our Commitment to You

When you join OneTrust you are stepping onto a launching pad — the countdown has begun. The destination? A career without boundaries working alongside a diverse and inclusive crew who is passionate about doing meaningful work. As a pioneer, your voice and expertise will help chart the direction of an entirely new industry — Trust. Our commitment to putting people first starts with you. Your growth is part of the mission. Our goal is to give you the power to embark on the next phase of your uniquely, unique career

OneTrust provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, colour, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by local laws.

Your Data

You have the right to have your personal data updated or removed. You also have the right to have a copy of the information OneTrust holds about you. Further details about these rights are available on the website in our Privacy OverviewYou can change your mind at any time and have your personal data removed from our database. In order to do this you must contact us and let us know you wish to be removed. The request should be made on the Data Subject Request Form.

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Equality and Diversity Monitoring Form

OneTrust is committed to ensuring that all job applicants and members of staff are treated equally and encouraging diversity amongst the workforce. Is it important that we monitor and analyse diversity information so that we can ensure that our recruitment practices are fair, transparent and promote equality of opportunity. This form is intended to help us maintain equal opportunities best practice and identify barriers to workforce equality and diversity. Your participation will help us ensure we design and use policies and processes that attract and retain a diverse and talented workforce.

Any information you provide:

  • Will be kept securely, anonymously and aggregated
  • Will not influence the assessment of your application, the form will be separated from your application on receipt and will not be seen by anyone directly involved in the recruitment process

We would appreciate your cooperation in completing these questions and providing us accurate data to help us ensure equality of opportunity for all. The information on this form will be used for monitoring purposes only and will not be used in any decision affecting you.

All questions are optional. You are not obliged to answer any of these questions but the more information you supply, the more effective our monitoring will be. All information supplied will be treated in the strictest confidence. It will not be placed on your personnel file. 

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Questions relating to ethnic origin are not about nationality, place of birth or citizenship; they are about colour and broad ethnic group. UK citizens can belong to any of the groups indicated.

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