Job Title: Trust and Safety Digital Messaging Team Member
Summary:
The Trust and Safety Digital Messaging Team is responsible for addressing scenarios where AWS hosted resources negatively impact third parties on the internet.
We eliminate a wide range of online risks for AWS services such as Simple Email Service (SES), Simple Notification Service (SNS), WorkMail, and maintain the reputation of AWS's IP Space and email deliverability.
Key Responsibilities:
* Investigate and resolve abuse incidents across multiple services for AWS in collaboration with internal and external stakeholders.
* Work under high pressure to identify problems, develop solutions, and provide expertise on behalf of T&S for internal and external stakeholders.
* Drive high-impact and highly cross-functional initiatives while tracking smaller projects.
* Take high-judgment decisions where there may be ambiguity or no established SOPs.
* Identify day-to-day operational issues and suggest tactical solutions to assist AWS customers and departments.
* Contribute to improve policies, procedures, and tools that need improvement, developing detailed knowledge about AWS specific services and using that knowledge to identify policies or training gaps.
* Manage queues effectively by working and moving cases/tickets to relevant departments and providing required follow-up.
* Raise the bar on performance metrics such as quality, productivity, utilization, and attendance.
* Act as the Voice of the Customer by reporting and acting on observed areas for improvement while actively seeking solutions to customer needs, communicating trends to leadership, and suggesting innovative solutions on behalf of the customer experience.
* Handle related enforcement issues, actions, and appeals for reported case types such as Email deliverability and Spam Email.
* Escalate cases judiciously to managers, service, security teams, or other involved parties, while continuing to monitor those escalations to resolution.
* Dive into technical details and drive constructive discussions.
* Provide mentorship to global peers and work from basic to advanced queues, offering assistance to peers or requesting support through the appropriate channels.
* Monitor trends, spike of customer contacts, identify bad actors, and abuse behavior.
* Provide leadership and relevant teams with feedback on policies, procedures, and tools that need improvement or creation.
* Drive project facilitation and goal setting for T&S improvement programs.
* Lead incident/problem reviews and ad hoc analyses to identify gaps and influence system and process improvements.
Requirements:
* 2+ years experience in a Trust and Safety or similar environment working with issues related to online abuse and a High School Diploma is a minimum requirement.
* Good technical knowledge and understanding of Internet security concepts and vulnerabilities (firewalls, common security issues etc.) and technical support ability and aptitude regarding computing environment and end-user applications.
* Abuse/Security practices (Spam, Phishing etc.), Knowledge of email servers/services and best practices, SQL and/or another relational database experience, Vast experience with Web Technologies, Internet, operating systems, email servers.
* Exceptionally strong customer handling, conflict resolution, and problem-solving skills.
* Excellent written and verbal communication skills with the ability to summarize technical customer issues or present findings in a team environment.
* Able to work a flexible work schedule that includes working on early or late shifts, weekends, public holidays.
About the Team:
AWS values diverse experiences. Even if you do not meet all of the preferred qualifications and skills listed in the job description, we encourage candidates to apply.
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit here for more information.