Do you have a strong sense for justice? Do you enjoy analytical problem solving? Do T.V. shows like CSI and Criminal Minds get your blood pumping? Do you thrive in a fast paced and exciting environment?
If so, the innovative Email Certification program at Return Path is looking for a Compliance Investigator, also known as our Email Detective. We certify the best email senders in the world, and the Certification Email Detective is responsible for maintaining the security and quality of our program by analyzing oodles of data to figure out who is skirting our thresholds to who has been hacked, versus who is an all star sender and deserves to be certified. The bottom line is it’s your job to let the good guys in and keep the bad guys out.
What you’ll be doing
Conduct in-depth investigations, reviews, and audits into member email sending practices to ensure adherence to program standards)
Provide in-depth analysis of performance quality measurements, to ensure program is continuously improving
Work closely with product and development teams to improve certification criteria and policies
Provide exceptional customer service support to internal and external customers by addressing Tier 2 and 3 program inquiries and incidents
Interface with support systems, including incident management, knowledge base, and FAQ tools
Work closely with Certification Applications Team on new member application, compliance, and service issues as necessary
Collaborate across groups to proselytize program initiatives and strategy
Participate in 24/7 incident response oncall rotation
What does it take to be successful in this role?
2 to 5 years of work experience in an analytic, data driven customer service support environment or other as applicable – College degree preferred
Experience with fraud or abuse investigations & large scale email campaigns.
Basic DNS and SMTP troubleshooting
Familiarity with Unix/Linux environments, basic shell scripting/text editing
Basic SQL skills
High comfort level with negotiating “big data” environments (millions+ datapoints)
Perl/php/python/ruby a plus
Ability to maintain professional, positive demeanor in high pressure circumstances
Excellent time management and prioritization skills
Adaptability and flexibility to change gears and address a variety of issues quickly
Superb written and verbal communication skills
Ability to look creatively at the big picture, to follow trends beyond obvious attributes
Initiative to challenge the status quo, and to act on observations and instinct
Collaborative mindset – a track record of success in a team environment with demonstrated service, analytic, and troubleshooting skills
Proficiency with Microsoft Office and Internet/Web-based Applications
Role Specific Competencies:
Analytical Skills - Thinks analytically and creatively to make the most of available data. Generates new ideas, takes risks, proposes change, encourages innovation, and solves problems creatively.
Product Knowledge - Knows and explains product features/benefits and competitive position, understands/sells the full product line, understands customer's business operations and needs, understands/responds to the competition, applies market knowledge.
Quality - Is attentive to detail and accuracy, is committed to excellence, looks for improvements continuously, monitors quality levels, finds root cause of quality problems, owns/acts on quality problems.
Customer Service - Responds to customer questions and addresses complaints, communicates well with customers, handles service problems politely and efficiently, available for customers, follows procedure to solve customer problems, understands company products and services, maintains pleasant and professional image.
Communication - Communicates well both verbally and in writing; utilizes appropriate medium for communication based on the situation, delivers effective presentations, shares information and ideas with others, has good listening skills. Has ability to explain abstract / complex concepts to middle & upper management, both verbally and in writing, and influence behavior.
Return Path Competencies
Return Path categorizes all positions into 4 levels according to experience and complexity. These categories are called: (1) Learning, (2) Applying, (3) Guiding and (4) Shaping. This position is categorized at the Learning level. To read the detailed descriptions of the competencies required for this level, please visit our website.
What it's like to work here
It's great! From the CEO and senior management team to the newest entry-level employee, we are a company that cares a lot about fostering a great work environment and a fun, energetic, success-oriented culture. We have a strong philosophical believe that our people are our most important assets. And we don't just pay lip service to that phrase -- we incorporate it into our policies, and we live it every day. Yes, that philosophy means we have generous "traditional" benefits, but it also means we take a lot of time to focus on high quality management and leadership, and time to make sure everyone in the company is in the right job, knows how his or her job contributes to the overall company mission, and has a clear sense of learning and career growth. We have great employee retention over the years because people love coming to work here and really feel like they're part of something special. For more information visit www.returnpath.net
Return Path - 2 years ago
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Founded in 1999, Return Path is the worldwide leader in email intelligence. Our industry-leading email intelligence solutions utilize the...