[Hiring] Customer Operations Analyst @AdAction Interactive LLC

Role Description

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.

This role is ideal for someone who excels at identifying, isolating, and articulating complex patterns and trends with strong attention to detail and organizational skills. You should have a demonstrated ability of process improvement to reduce workload and be experienced professionally communicating with end users, internal stakeholders, and external clients.

You will work within the Customer Support and Platform Quality teams as well as work closely with internal teams across Sales, Solutions, and Product to ensure that issues are caught proactively and external partnerships remain satisfied with our ability to assist customers and maintain platform quality.

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.
  • Develop a deep understanding of various mobile games and services in order to accurately evaluate support cases.
• 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 actionable 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.
• Strong analytical skills and attention to detail, with the ability to turn data into actionable insights and trends; proficiency in data and reporting tools required.
• 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.