Spam Specialist

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Human Health Project (HHP) is a global nonprofit organization dedicated to helping individuals increase their health knowledge through the sharing of health information. HHP collects, analyzes, and shares health information to empower and inform individuals to achieve better health outcomes. Our patient-centered approach enables patients and caregivers to choose treatments based on evidence-based clinical data as well as the cumulative knowledge of the HHP community.

For more Information about HHP, please visit our website: https://www.humanhealthproject.org/

Description

HHP is seeking a self-starter with a passion for helping others, protecting our community and being the voice of our users. We count on our specialists to deliver qualitative and quantitative insight into user behavior. By providing support to individuals in need, we identify areas for process improvement, enabling us to better serve our community at scale and with high quality.

Responsibilities

• Respond to user inquiries with high quality, speed, empathy and accuracy
• Develop a deep understanding of spam and how it affects our community
• Work directly with users to resolve their issues, identify user trends, and work with cross- functional partners to resolve issues
• Analyze data to identify trends in malicious accounts and spam
• Communicate insights to Product Management, Engineering, and other cross- functional partners
• Use signals and insights to develop ideas for scalable solutions to support our users
• Gather, analyze and utilize relevant data to develop ways to improve the overall user support experience
• Use your problem solving skills to resolve large and complex business problems
• Ability to use and learn tools like SQL and Excel to drive efficient analytics and reporting

Requirements

• Bachelors degree and/or masters or equivalent experience
• Passion for helping people and ensuring a good user experience
• Detective-like mentality - simultaneous desire to help users and obtain the truth
• Experience in a customer service/ technical support environment
• Strategic thinker with strong analytical and creative problem-solving skills
• Self-starting, intellectually curious and creative individual comfortable operating in ambiguity
• Ability to critically evaluate and analyze large datasets
• Excellent communication skills
• Prior experience with a CRM and tools like Excel and SQL are a plus