Customer Operations Analyst AA-10

ABOUT THE COMPANY

Founded in 2013, our partner is a leader in performance-based mobile app marketing, partnering globally to deliver premium users at scale. Their collaborative team prioritizes innovation and strategic decision-making, fostering a dynamic and inclusive culture. They are looking for individuals who thrive in an autonomous work environment, seek out ways to meaningfully contribute to shared success, and embrace growth both personally and professionally.

With a fully remote workforce, they organize regular in-person events to enhance collaboration.

ABOUT THE ROLE

Our partner is seeking a Customer Operations Analyst to assist users and combat fraud across a growing customer base. This role is responsible for aiding and answering customers via support requests, compiling and analyzing data related to support requests, and evaluating traffic for high-risk partners to both identify and prevent fraudulent users from engaging with services.

This role is ideal for someone who excels at identifying, isolating, and articulating complex patterns and trends with strong attention to detail and organizational skills. Candidates should have a demonstrated ability for process improvement to reduce workload and be experienced professionally communicating with end users, internal stakeholders, and external clients.

You will work within the Customer Support and Platform Quality teams, as well as closely with internal teams across Sales, Solutions, and Product to ensure issues are caught proactively and external partnerships remain satisfied with support quality and platform integrity.

RESPONSIBILITIES

• Handle general support issues, corresponding with customers via multiple support channels to assist users and deliver positive outcomes
• Process player ban appeals and case appeals, delivering final determination on user account status and rewards
• Work on escalated customer support issues, corresponding with external partners for collaboration as needed to ensure joint resolution
• Develop a deep understanding of various mobile games and services to accurately evaluate support cases

Platform Quality Evaluation (40%)

• Isolate and identify fraudulent users from high-risk partners via report analysis, mobile device knowledge, and user behavior variances
• Perform regular traffic sweeps to retroactively evaluate behavior for medium-risk partners and determine risk level, escalating behavior patterns as necessary
• Evaluate reports and alerts to distinguish fraudulent activity from high engagement behavior
  
  

Cross-Functional Collaboration (20%)

• Evaluate data related to partner issues with offer setup, analyzing reporting and escalating to solutions team members for further analysis
• Write feature requests for platform quality and support to articulate ideas into actionable roadmap items
• Partner closely with Solutions and Sales teams on unique offer setups or app integrations to assist in smooth launches
• Update and organize documentation to assist cross-functional teams' knowledge of fraud and support operations
  
  
  

EXPERIENCE AND QUALIFICATIONS

• 2+ years of experience in customer support or platform quality, preferably in a high-volume written communication environment
• Strong written and verbal communication skills, with the ability to communicate comfortably with internal stakeholders, external users, and enterprise-level clients
• Strong analytical skills and attention to detail, with the ability to turn data into actionable insights and trends; proficiency in data and reporting tools required
• Proven track record of process improvement and innovation, identifying future bottlenecks and collaborating cross-functionally toward solutions
• Highly organized, proactive, and comfortable operating in a fast-paced, remote-first, performance-driven environment