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. 

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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