ABOUT ADACTION:
Founded in 2013, AdAction is a leader in performance-based mobile app marketing, partnering globally to deliver premium users at scale. Our collaborative team prioritizes innovation and strategic decision-making, fostering a dynamic and inclusive culture. AdAction is looking for individuals who thrive in an autonomous work environment, seek out ways to meaningfully contribute to our shared success, and embrace growth both personally and professionally.
ABOUT THE ROLE:
AdAction is seeking a Customer Operations Analyst to assist users and combat fraud across our 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 our services.
This role is adecuado for someone who excels at identifying, isolating and articulating complex patterns and trends with strong attention to detail and organizational skills.
You should have a demonstrated ability of 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 work closely with internal teams across Sales, Solutions and Product to ensure that issues are caught proactively and external partnerships remain satisfied with our ability to assist customers and maintain platform quality.
RESPONSIBILITIES:
Supporting Customer Base (40%):
- 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 status of users accounts and rewards for cases- Work on escalated customer support issues, corresponding with external partners for collaboration as needed to ensure a joint resolution is reac