Senior Compliance Professional

This is a unique opportunity to join our team as a senior compliance professional. In this role, you will be responsible for monitoring and approving live message content to identify potential fraud, spam, and phishing attempts.

As a key member of our Compliance & Monitoring team, you will work closely with specialists across multiple teams and collaborate with our Customer Support team to ensure our customers can use their accounts to their full extent and help keep our platform free of bad actors.

You will become highly skilled in spotting non-compliant messaging and bad actors who look to send message content in a fraudulent manner. Your exceptional attention to detail and accuracy will ensure that messages containing disallowed content are not released, and suspicious accounts have the appropriate actions taken.

This role requires strong communication skills, with the ability to assess message/account reviews holistically, considering both immediate risks and long-term impacts to the business. You will be responsible for creating Root Cause Analysis (RCA) reports for incidents of released disallowed content and accounts belonging to bad actors by outlining findings, determining preventive measures and recommending process improvements.

To succeed in this role, you will need to be proactive, taking ownership and leading by example. You will be expected to initiate improvements, mentor peers by sharing best practices, and serve as a senior member of the Compliance function, producing and updating business processes and acting as a key point of contact within the team.

• Monitor and approve live message content to identify potential fraud, spam, and phishing attempts.
• Detect, report, and take appropriate action against fraudulent activity, including blocking suspicious accounts.
• Serve as a senior member of the Compliance function, producing and updating business processes and acting as a key point of contact within the team.
• Stay current on regulatory and compliance updates, sharing best practices across the Support and Compliance teams.
• Onboard, mentor, and oversee Compliance Specialists, ensuring they meet expectations and are set up for success.
• Develop, document, and update internal knowledge articles, training materials, and customer-facing collateral related to Compliance and Monitoring.
• Educate customers on content guidelines and responsible messaging, collaborating closely with Support, Account Managers, and Account Executives.
• Act as an escalation point and Subject Matter Expert for compliance-related issues raised by customers, support, or sales teams.
• Report on SLAs, analyze performance, and implement process improvements to enhance team efficiency and message handling.
• Meet or exceed KPIs while providing guidance and best practices for high-value or key customers.

• English is your primary language. Secondary languages are a plus, with bonus points for Spanish.
• Experience in a similar role is desired, particularly one that has required exceptionally high detail orientation and has a leadership element.
• At least two years of experience providing live chat customer support for a software/SaaS platform (or equivalent).
• Demonstrable critical thinking, communication, and creative problem-solving skills and be able to drive improvements through to fruition.
• Excellent writing and speaking skills in English.
• Ability to learn new software platforms quickly.
• Proven experience working autonomously and in cross-regional and functional environments.
• Self-starter, positive and can-do attitude, ability to continuously develop and adapt to a growing team.
• Exceptionally organized, you are capable of managing your schedule effectively and prioritizing tasks when faced with competing demands.
• Familiarity with live chat, working in customer ticketing platforms and CRM platforms.