Senior Customer Experience Specialist, Trust & Safety - Postmark and ActiveCampaign

SMARTAPPLY 🪄

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.

Average salary estimate

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