Location
This role is based in Sacramento, California at our headquarters in Old Sacramento.
But we can assure you, Sacramento won't be the only place you'll work. We host frequent trips during the year to bring our whole team together for extended periods of face-to-face time to build deeper relationships.
Some examples of trips include our domestic excursions to San Diego, Newport Beach, and Lake Tahoe. Along with international trips to Costa Rica, Belize, and the Dominican Republic.
About This Role
You will be the first line of defense in catching and deterring bad actors from creating accounts and using the Webconnex platform for spam, link building, and fraud. Your role requires a level of attention to detail to identify patterns, signals, and markers for bad accounts.
You will need to be versed in our terms of service for prohibited (and allowed) uses and work alongside our solutions team to identify threats and banned uses. As you successfully thwart and frustrate the bad guys, you will relay to our technical team knowledge on how to build better technology to detect and monitor the system.
This role also helps manage Purchase Protection Support.
Purchase Protection is a service offered to attendees for events who can upgrade their ticket or registration with Purchase Protection and receive a full refund of their event fees should they be prohibited from attending the event.
In this role, you will review Purchase Protection claims submitted by attendees and work to obtain documentation in order to issue refund payouts.
Sometimes you might work with event organizers to remedy grey areas of edge cases. You will be the intermediary between attendees, event organizers, and our senior team here.
Greatest Benefit To The Team:
Webconnex is growing fast and with that, we become a bigger target for scammers and fraudsters. Using monitoring and alert tools we’ve built to quickly ban, delete, or suspend suspicious accounts, you will bring nearly real-time monitoring to new accounts on the platform.
Deterrence is a large part of fraud prevention and your quick action will help our team eliminate fraud on the platform while frustrating would-be scammers to try elsewhere. As an added benefit to the company, you will be able to identify VIP customers on the platform and connect them with our solutions team so we can provide exceptional service and support to larger customers.
In leading Purchase Protection support, you will provide exceptional service and responses to attendees seeking refunds for valid claims and ensure they are paid in a timely manner. You will help de escalate challenging circumstances between attendee and event organization and help arrive at a resolution.
Responsibilities (Trust & Safety)
Regularly review new accounts that sign up and evaluate their legitimacy.
Review accounts that have been flagged for additional review or are in a pending state.
Monitor system notifications for new accounts and provide review and verification.
Cull the system of prohibited uses and industries.
Ban and delete accounts for fraudulent purposes and spam purposes.
Review user-submitted video content into the platform for streaming on our virtual platform for prohibited content or copyright/piracy violations.
Escalate concerning accounts to the solutions or senior team.
Communicate with accounts needing additional review to substantiate their legitimacy.
Responsibilities (Purchase Protection)
Review new Purchase Protection claims and communicate with attendees on claim status.
Review provided documentation and make a determination on eligibility of claim.
Work with event organizers to resolve disputes between attendee and event.
Review overall risk of an event and its usage of Purchase Protection.
Verify accuracy of provided information and nullify tickets / registration when appropriate.
Approve refund requests and queue payout requests to be signed and submitted.
Requirements
Team player, open to receiving and giving constructive feedback
Advanced written and verbal communication skills
Software proficiency
Ability to multitask and work well under pressure
Critical thinking (problem solving) skills
Self-motivated work ethic – able to manage time, schedule and responsibilities
Preferred: 3+ years experience in customer service
Preferred: Experience with Webconnex products
Experience with Slack, Zoom, Excel, and Google Suite products
Salary & Benefits
Competitive salary with opportunities for growth and bonuses
401k with company match and equity pool opportunities
Blue Shield health care package, vision plan, and health savings account (HSA)
Dependent Care Flexible Spending Account (DCFSA)
Benevolence Fund for larger medical expenses
$1,200 annual mental health benefit
Connection Credits for team experiences
Participation in 3 company trips (including tropical summer experience with company & families)
10 vacation days (15 vacation days after 2 years), 5 sick days, 1 floating holiday, and 2 personal days
