Customer Operations Analyst

About the role

AdAction is seeking a Customer Operations Analyst to assist users and combat fraud across our growing customer base. This role is responsible for aiding and answering customers via support requests, compiling and analyzing data related to support requests and evaluating traffic for high risk partners to both identify and prevent fraudulent users from engaging with our services.

Responsibilities

• Supporting Customer Base (40%)
  • Handle general support issues, corresponding with customers via multiple support channels to assist users and deliver positive outcomes
  • Process player ban appeals and case appeals, delivering final determination on status of users accounts and rewards for cases
  • Work on escalated customer support issues, corresponding with external partners for collaboration as needed to ensure a joint resolution is reached
• Platform Quality Evaluation (40%)
  • Isolate and identify fraudulent users from high risk partners via report analysis, mobile device knowledge and behavior variances of users
  • Perform regular traffic sweeps to retroactively evaluate behavior for medium risk partners to determine risk level, escalating behavior patterns as necessary
  • Evaluate reports and alerts to distinguish fraudulent activity from high engagement behavior
• Cross-Functional Collaboration (20%)
  • Evaluate data related to partner issues with offer setup, analyzing reporting and escalating to solutions team members for further analysis
  • Write feature requests for platform quality and support to articulate ideas into actional items for roadmaps
  • Partner closely with Solutions and Sales teams on unique offer setups or app integrations to assist in smooth launch
  • Update and organize documentation to assist cross functional teams’ knowledge of fraud and support operations

Qualifications

• 2+ years of experience in customer support or platform quality, with a preference for experience in a high volume, written communication environment
• Strong written and verbal communication, with skills to communicate comfortably with internal stakeholders, external users and external clients, including enterprise level clients and C-suite executives
• Proven track record of process improvement and innovation, identifying future bottlenecks and collaborating with cross functional teams to work towards solutions
• Highly organized, proactive, and comfortable operating in a fast-paced, remote-first, performance-driven environment