User Knowledge Operations Specialist

4 weeks ago

San Francisco, United States Russell Tobin Full time
Job DescriptionJob Description

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-CK1Company DescriptionRussell 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.Company DescriptionRussell 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.

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