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

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.