User Knowledge Operations Specialist - 1

User Knowledge Operations Specialist
Contract: 1 year
PR Range: 20-25/hr Depending on YOE

Responsibilities:

• Maintain Subject Matter Expertise of User Knowledge Operations to successfully complete core work and escalations.
• Educate users on how to maintain security and safety while using platform responsibly.
• Investigate complex situations and potential brand risks surfaced in high volume queues.
• Work with operational lead to support cross-functional groups to develop and enhance internal policies and tools such as increasing automation, updating policies, and fixing product loopholes.
• Understand our risk systems and investigate account patterns.
• Identify and escalate trends and product vulnerabilities to stakeholders.
• Maintain high levels of confidentiality while performing investigations.
• Comprehensively document investigations.
• Develop and maintain a comprehensive understanding of the purpose of User Knowledge Operations.
• Work with external Product vendors to enhance proactive and reactive risk detection as an informing or collaborating task.
• Demonstrate great judgment and be open to sharing what you know with others.

Requirements

• Familiarity with the Google suite: mail, docs, sheets, and slides
• Mac OS Experience with customer ticketing systems
• 1-2 years of experience within risk management, fraud prevention, or Trust and Safety.
• Must be available for a regular schedule of 5 days work per week (40 hours), mutually agreed with your Lead, which may include weekend days and public holidays.
• Shifts may include evening or early morning hours.
• Excellent interpersonal and communication skills, both written and verbal, to help our community in a tactful and diplomatic manner.
• Ability to balance fraud prevention alongside a positive customer experience.
• Excellent problem-solving, critical thinking, and analytical skills, with an ability to organize and work independently with rapidly changing priorities.
• Self-motivated and detail-oriented, with a focus on solutions and outcomes.
• Strong investigative ability, due diligence, internet research, organizational, and analytical skills.
• Ability to detect vulnerabilities in existing and new products or features, and anticipate the ever-evolving fraudulent behaviors.
• Desire to work in a fast-paced and rapidly changing environment.
• Ability to multi-task, learn and adapt to new technologies.
• Ability to remain calm in time-sensitive situations, prioritize and respond to user and cross-functional team needs.
• Ability to remove personal bias to focus on fact-based investigations and remain impartial in sensitive situations involving users.
• Ability to analyze data for patterns and draw conclusions and suggestions.
• SQL, JSON, or equivalent experience with other coding languages is a plus.
• Fluency in another language is a plus.
• You may have 2 to 4 years of experience in a similar role

Pride Global offers eligible employee’s comprehensive healthcare coverage (medical, dental, and vision plans), supplemental coverage (accident insurance, critical illness insurance and hospital indemnity), a 401(k)-retirement savings, life & disability insurance, an employee assistance program, identity theft protection, legal support, auto and home insurance, pet insurance, and employee discounts with some preferred vendors.

#LI-CK1

Russell Tobin is an equal-opportunity employer and values diversity in the workplace. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.