ActiveCampaign
ActiveCampaign helps growing businesses meaningfully connect with their customers.
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Trust and Safety Analyst at ActiveCampaign (Remote)

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ActiveCampaign's category-defining Customer Experience Automation Platform (CXA) helps over 150,000 businesses in 170 countries meaningfully engage with their customers. The platform gives businesses of all sizes access to 500+ pre-built automations that combine email marketing, marketing automation and CRM for powerful segmentation and personalization across social, email, messaging, chat and text. Over 100,000 of ActiveCampaign's customers use its 850+ integrations including Microsoft, Shopify, Square, Facebook, and Salesforce. ActiveCampaign scores higher in customer satisfaction than any other solution in Marketing Automation, CRM, and E-Commerce Personalization on G2.com and is the Top Rated Email Marketing Software on TrustRadius. Pricing starts at just $9/month. Start a free trial at ActiveCampaign.com.

As a global multicultural company, we are proud of our inclusive culture which embraces diverse voices, backgrounds, and perspectives. We don’t just celebrate our differences, we believe our diversity is what empowers our innovation and success. If this matches your goals and interests, we hope you consider joining our team!

As one of the fastest-growing SaaS companies, we are scaling rapidly to keep up with market demand. We are growing all of our teams and looking for people who share our values, deliver innovation frequently, and join us in our mission to grow our customer base from 150,000 today to millions.

 As a rapidly growing Customer Experience Automation (CXA) platform, we are looking to add a Trust and Safety Analyst to the team. This role is focused on protecting the ActiveCampaign brand, platform, and customers from malicious behavior and general poor practices for email, SMS, forms, landing pages, API, and any new product lines in development.

Trust and Safety Analysts should feel empowered to ensure ActiveCampaign and its customers are compliant with all relevant legal and internal standards. You are charged with professionally and politely educating customers and employees on best practices while maintaining a good reputation. You should be highly ethical but pragmatic. Your overall goal will be to make certain we are operating in a legal and ethical manner while meeting our business objectives.

To succeed in this role, you should be fair and modest while scrutinizing the facts and leveraging data to support your decisions. The ideal candidate is employing their own experiences to help us continue to iterate on current monitoring systems, investigative practices, customer communication strategies, as well as internal and external compliance education.

What your day could consist of:

  • Policy Owner:
  • Develop and refine ActiveCampaign product policies, with a focus on illegal content, information quality, and emerging trends. 
  • Project manage policy launches across teams to ensure that needed process, product, tools, and communications are updated in a timely manner. 
  • Manage performance metrics for rehabilitation programs to help struggling customers implement best practices
  • Partner with compliance, deliverability, fraud, and legal team members to track emerging legal, regulatory, and policy trends across the world
  • Be the central escalation POC and manage internal communications for ongoing policy issues
  • Perform investigations: 
  • Utilize internal and external tools such as AWS Fraud Detector, Sift, Internal Database Queries, Cloudflare, Ehawk, Validity/250ok, BI tools, and more to prevent and identify abuse on the platform
  • Identify patterns and prevent fraudulent behavior, assist Fraud and Engineering teams with the implementation planning for internal tooling and implementation for vendor solutions
  • Train machine learning models to detect malicious and spammy behavior
  • Effective cross-team and customer communication including:
  • Collaborate with Engineering and Product teams to build systems for monitoring sensitive or high-risk accounts as well as UI improvements
  • Sales/Success/Support: provide SME guidance on ActiveCampaign AUP/ToS policies, anti-spam legislation, best practices, as well as offering a clear escalation path for customer-facing team members with compliance tickets
  • Build on a foundation of trust with customers by continuing to evolve internal processes and policies that are focused on improving customer experiences that make the customer a hero.
  • Communicate with leadership about necessary improvements; including but not limited to system updates, policy adjustments, customer care issues
  • Manage internal and customer-facing compliance escalations with care and in a timely manner including termination reviews, prospect vetting, third-party or upstream provider complaints 
  • Thought Leadership: 
  • Creation of blog posts, help articles, internal wikis, templating, meeting facilitation, webinars, etc.
  • Partner with the Training/Education teams to build programs that help clients and internal teams honor ActiveCampaign policies. 
  • Engage with industry professionals through M3AAWG, EmailGeeks, Women of Email, etc. 
  • Be Curious: Stay up to date on current abuse trends and threats, email standards, and upcoming domestic and international legislation surrounding email, SMS, and data privacy.
  • Optimize Workflow Efficiency:
  • Apply qualitative & quantitative insights to drive operational improvements to existing processes.
  • Develop process and workflows for designated high-risk verticals. 
  • Define monitoring and escalation protocol to minimize policy violations and illegal activity on the ActiveCampaign platform. 
  • Consistently evaluate and iterate on customer communications
  • Streamline ticketing processes to meet SLAs 

What is needed:

  • Minimum of 3 years of experience in Email Compliance at an ESP, ISP, Deliverability Consultancy, Security Vendor, or similar.
  • Minimum 1 year of experience in SMS best practices and/or compliance
  • Minimum 1 year of experience in analyzing AUP and TOS policies and proposing improvements to leadership based on data, business goals, and legal risk.
  • Minimum of 1 year of experience in identifying fraud and abuse for email and/or SMS content at an ESP, ISP, or Security Vendor or similar anti-abuse experience

  • Preferred Qualifications
  • Knowledge of domestic and international SMS legislation
  • Experience with third-party tools such as Validity/250ok, Sift, AWS Fraud Detector, or similar
  • Knowledge of BI tools such as Looker, BigQuery, writing SQL queries, or similar

  • Ideal Candidate Character Traits: 
  • Ability to effectively manage time, prioritize tasks and work within deadlines with little supervision
  • Comfort with ambiguity and navigating difficult conversations while displaying integrity and professional ethics.
  • A passion for keeping our users and community safe while protecting free speech.
  • Excellent interpersonal, communication, and follow-up skills

ActiveCampaign is an employee-first culture. We take care of our employees at work and outside of work. You can see more of the details here, but some of our most popular benefits include our comprehensive health and wellness benefits (including no premiums for employees on our HSA plan, tele-health and tele-mental health, and access to the Calm app for meditation), open paid time off, generous 401(k) matching with no vesting, a generous stipend to outfit your remote office, and a focus on career growth including access to personal and professional coaching. We take a proactive approach to diversity and inclusion and offer parental leave, career pathing, and support employees’ ongoing learning and development through Udemy and access to life coaches via Modern Health. We also offer cool swag.

ActiveCampaign is an equal opportunity employer. We recruit, hire, pay, grow and promote no matter of gender, race, color, sexual orientation, religion, age, protected veteran status, physical and mental abilities, or any other identities protected by law.

Our Employee Resource Groups (ERGs) strive to foster a diverse inclusive environment by supporting each other, building a strong sense of belonging, and creating opportunities for mentorship and professional growth for their members. 

Our core values: 
Start with trust
Make the customer a hero
Cultivate inclusion & diversity
Iterate everything, always
Create WOW
Pursue growth with gratitude

Visit here to learn about perks and benefits at ActiveCampaign and see our values in action.

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Candidate Location Eligibility:
Albuquerque, NM
Ann Arbor, MI
Atlanta, GA
Austin, TX
Baltimore, MD
Baton Rouge, LA
Birmingham, AL
Boise, ID
Boston, MA
Buffalo, NY
Charleston, SC
Charlotte, NC
Chicago, IL
Cincinnati, OH
Cleveland, OH
Colorado, CO
Columbus, OH
Dallas-Fort Worth, TX
Dayton, OH
Des Moines, IA
Detroit, MI
Fayetteville-Springdale-Rogers, AR
Greensboro, NC
Hampton Roads, VA
Hartford, CT
Houston, TX
Huntsville, AL
Indianapolis, IN
Jacksonville, FL
Kansas City, MO
Las Vegas, NV
Lexington, KY
Lincoln, NE
Little Rock, AR
Los Angeles, CA
Louisville, KY
Madison, WI
Memphis, TN
Miami, FL
Milwaukee, WI
Minneapolis–Saint Paul, MN
Nashville, TN
New Orleans, LA
New York City, NY
Ogden, UT
Oklahoma City, OK
Omaha, NE
Orlando, FL
Other US Location
Palm Bay-Melbourne-Titusville
Pensacola, FL
Peoria, IL
Philadelphia, PA
Phoenix – Mesa – Scottsdale, AZ
Pittsburgh, PA
Portland, ME
Portland, OR
Providence, RI
Provo, UT
Raleigh-Durham, NC
Reno, NV
Richmond, VA
Rochester, NY
Sacramento, CA
Salt Lake City, UT
San Antonio, TX
San Diego, CA
San Francisco, CA
San Luis Obispo, CA
Santa Cruz, CA
Seattle, WA
Spokane, WA
St. Louis, MO
Tallahassee, FL
Tampa Bay, FL
Tucson, AZ
Tulsa, OK
Washington DC
Wichita, KS
Wilmington, NC

What are ActiveCampaign Perks + Benefits

ActiveCampaign Benefits Overview

Benefits can be as important as compensation. We believe that not having to worry about health plans, dental networks or having enough retirement savings are equally important. We focus on benefits that not only enable our team to grow in their career, but ensure they remain happy and healthy outside work.

ActiveCampaign offers best in class health benefits with zero or very favorable employee premium cost share. Our 401k employer match is exceptionally generous with no vesting or wait period to contribute, in addition to our employee equity program. There is a wide variety of voluntary and pass through benefits as well.

As we grow as an organization we continue to lean into opportunities to have a positive impact on others and our communities through paid volunteer time off and a month-long sabbatical program for employees who have been with the company for 5 years.

We have enhanced our remote work environment including rolling out new perks such as a quarterly home office stipend, virtual events, parent support and mental wellness resources such as free Calm subscriptions, team virtual wellness events (yoga, stretching, meditation), telehealth that includes free therapy sessions and even access to personalized life coaching through Modern Health.

When the team is in the office, our amazing in-office perks such as delivered lunch, unlimited beverages and snacks, onsite gym, gorgeous roof deck are waiting.

Culture
Volunteer in local community
ActiveCampaign offers 3 days of volunteer time off for all employee annually.
Partners with Nonprofits
Nonprofit partners include Future Founders and Chicago Tech Academy.
Friends outside of work
Eat lunch together
Intracompany committees
Committees within ActiveCampaign include eight Employee Resource Groups, a wellness committee, and ActiveImpact (our corporate philanthropy committee).
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Our people leaders are as diverse as our overall employee population with 47% of our people managers identifying as women and 33% of our people managers identify as people of color.
Unconscious bias training
Training and resources focused on examining messaging, data, and accountability practices to mitigate bias. Our Core Values to cultivate a culture of inclusion that builds trust & psychological safety
Diversity manifesto
Mean gender pay gap below 10%
Diversity Employee Resource Groups
Our ERGs - ActivelyAsian, ActivelyBlack, ActivelyLatinx, ActivePride, Moms & Dads of AC, ActiveSalute, and Women of AC - create opportunities for community, mentorship, and professional growth.
Hiring Practices that Promote Diversity
Our DEI hiring plan is inclusive of long and short term goals to ensure we continually improve our hiring practices, and proactively identify areas of improvement and potential unconscious bias.
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
$3,050 per plan year, or $5,000 per plan year for Dependent Care FSA
Disability Insurance
AC provides disability insurance benefit at 60% of an employee's annual salary up to a $2,500 maximum monthly payout. Employees also have the option to purchase extra coverage.
Dental Benefits
All premiums for employees are fully covered by ActiveCampaign
Vision Benefits
All premiums for employees are fully covered by ActiveCampaign
Health Insurance Benefits
All full-time employees and their families are eligible for a health plan with premiums covered by ActiveCampaign. All preventative care is covered at 100%.
Life Insurance
100% of annual earnings per employee up to $100,000
Pet Insurance
Pet insurance is available through Nationwide Pet and expenses vary based on animal
Wellness Programs
Our Wellness committee meets regularly to discuss new programs and resources, focusing on mental, physical and financial wellness. The team can access remote therapy and on-demand wellness resources.
Onsite Gym
Team workouts
Through our partnerships with Shift, teams have the opportunity to connect through guided virtual fitness programs like yoga, stretching, meditation, and more!
Mental Health Benefits
Free Calm subscription, access mental health professionals and free therapy sessions via our expanded telemedicine benefit. Our health benefits also cover professional counseling.
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Generous 401K matching with no wait or vesting requirements, so you can save right away. We match 100% of the first 3% you contribute and then 50% of the next 2% you contribute.
Company Equity
Certain roles and levels are eligible for stock options
Performance Bonus
Certain teams and leadership roles are eligible for performance bonuses based on metrics and KPI's
Match charitable contributions
Through ActiveImpact, ActiveCampaign's philanthropic arm, AC matches employee donations dollar for dollar to approved charities up to $500 USD annually.
Child Care & Parental Leave Benefits
Generous Parental Leave
We provide up to 16 weeks of parental leave for the primary caretaker. We also provide 6 weeks of leave for the secondary caretaker.
Flexible Work Schedule
We trust our employees to get their work done and manage their personal/family/social and work time responsibly.
Remote Work Program
All employees are able to work remotely from home. If employees live near one of our major hubs they have the flexibility of going into the office.
Family Medical Leave
ActiveCampaign offers up to 12 weeks of unpaid, job-protected leave per year, as well as maintained health benefits, for any employee eligible under the Family and Medical Leave Act (FMLA).
Company sponsored family events
ActiveCampaign sponsors semi-annual family events.
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Our Open Paid Time Off (PTO) policy affords employees the flexibility to take time off as needed, we just ask that you ensure your team is covered during your time away.
Paid Volunteer Time
Our employees receive three days of company-paid volunteer time per year, in addition to company-sponsored giving back events
Sabbatical
Month-long, paid sabbatical for employees who have been with the company 5 years with an added appreciation bonus.
Paid Holidays
Paid Sick Days
ActiveCampaign offers 2 weeks of paid sick days for employees.
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
We provide pretax commuter benefits for all employees, and for employees commuting into our office we provide a commuter monthly stipend too.
Company Outings
Free Daily Meals
Lunch stipends are provided every day for our in office teams, delivered onsite via Fooda. Breakfast, snacks, and beverages are provided in our hubs.
Game Room
Our game room includes ping pong, a pool table, foosball, shuffle board, basketball, and video games. There are also TVs and lounging spaces around the building for employees to use to recharge.
Stocked Kitchen
We offer a variety beverages including sodas, energy drinks, sparkling water, cold brew, teas and coffee, plus a ton of different snacks to choose from!
Some Meals Provided
Lunch stipends are provided every day for our in office teams, delivered onsite via Fooda.
Relocation Assistance
Home Office Stipend for Remote Employees
Quarterly reimbursement of up to $250 for home office equipment, phone and utilities
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
ActivePerspectives, our guest speaker program brings perspectives from world champions, business leaders, and other unique voices — to educate ActiveCampaign employees on topics related to our value
Cross functional training encouraged
Promote from within
Mentorship program
Our Aspiring Leadership program includes 1-to-1 mentorship including career pathing and leadership development
Time allotted for learning
Our Learning & Development program offers a variety of professional development resources (ranging from highly technical to crucial soft skills) to help you succeed in your role and grow your career.
Online course subscriptions available
Customized development tracks
Paid industry certifications

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