Senior Customer Experience Specialist, Trust & Safety - Postmark and ActiveCampaign
United States / Heredia
Success – Customer Experience /
Full-time /
Hybrid
What you will do within both Postmark and ActiveCampaign:
- Assist with AUP, ToS, and Compliance policy enforcement.
- Document troubleshooting and problem resolution steps.
- Collaborate with Trust & Safety, Deliverability, Engineering, Success, Support, Legal, and Sales on strategic projects to scale Compliance processes and be an advocate for the Compliance team.
- Ensure that ActiveCampaign/Postmark and its clients are always up to date with the most recent and relevant industry laws and regulations.
- Resolve escalations and redirect situations using clear communication and an in-depth understanding of how to balance customer needs and business requirements, resulting in successful outcomes for both.
- Assist with QA and coach the team on opportunities to improve.
- Develop solution-based recommendations to drive improvements to protect both platforms and our customers from compliance risks.
- Champion cross-functional initiatives to improve technical and non-technical processes and operational efficiency among teams by partnering with trust & safety, product, fraud, security, engineering, deliverability, legal and support.
- Provide feedback to team members.
- Contribute to and facilitate team meetings.
- Grade QA and be able to coach team members to improve where necessary.
- Provide feedback and guidance to BPO.
- Conduct ATO investigations.
- Handle SMS escalations.
- Assist in the hiring process.
- Perform administrative duties.
Who you are:
- Minimum 3 years of experience in Email Compliance (preferably transactional email), Fraud, or Trust & Safety.
- You are somebody with a developed and in-depth knowledge of the ActiveCampaign and Postmark platforms, Compliance tools, and Compliance policies.
- Somebody who has an understanding of the email compliance industry including best practices, industry standards, and applicable regulations.
- You have an in-depth knowledge of privacy laws such as GDPR, CASL, CAN-SPAM, etc, and how it relates to the tech and SaaS industry.
- You possess excellent verbal and written communication with the ability to take complex ideas or issues and synthesize them into concise and actionable directives.
- Proven track record of effectively working with other departments within the organization to align strategies, remove roadblocks, and develop efficiencies that enhance the customer experience.
- Enjoys working in a fast-paced environment and managing competing priorities.
- Demonstrated the ability to develop structure and processes where there is ambiguity while pivoting when new issues are made known.
