Compliance Analyst I
Mailchimp is a leading marketing platform for small business. We empower millions of customers around the world to build their brands and grow their companies with a suite of marketing automation, multichannel campaign, CRM, and analytics tools.
The Compliance team works to protect and nurture Mailchimp’s reputation, systems, sending ability, and revenue streams by enforcing our Terms, combating abuse, and educating and empowering our users to follow best practices that optimize deliverability. Our team loves to learn, collaborate, and have fun together.
We’re looking for a Compliance Analyst I to join our Compliance team. You will interact with customers through our email-based ticketing system to investigate and resolve their compliance issues. You are comfortable asking questions, digging deep, connecting the dots and making judgement calls that balance the needs of the customer with the needs of the business. Excellent written communication skills, thick skin, and a sense of humor are some of the ingredients that will make you successful. If this sounds like you, we would love to hear from you!
Shift: Tuesday-Saturday from 3-midnight
What you'll do here:- Understand and enforce our Terms of Use
- Demonstrate empathy with customers while maintaining the best interests of the business
- Investigate user accounts to identify compliance issues and determine appropriate course of action to bring issues to resolution
- Educate users on best practices of email marketing and list management
- Use established methodologies and documented investigation techniques to identify problems, collect data, establish facts, bring issues to resolution
- Respond to issues in accordance with defined Service Level Agreements
- Meet /exceed defined productivity and quality metrics
- Collaborate with Delivery, Product Support, Legal, Billing or other internal departments on issues related to compliance
- Act as subject matter expert for users and internal departments
- Partner with team members on various strategic projects or corporate initiatives as needed
- Communicate pertinent information to colleagues and teammates
- Participate in weekly team meetings
- Participate in weekend coverage rotation
- Bachelor's degree or relevant work experience
- 1 year working experience in Product Support
- Ability to exercise judgement based on analysis of information
- Attention to detail in investigation and written communication
- Strong analytical and critical thinking skills
- Customer centric focus, must work diligently to assist our users in an compassionate and timely manner
- Technical aptitude and excellent customer service skills
- Ability to empathize with customers and convey confidence
- Ability to quickly learn and articulate technical concepts
- Ability to be self-directed and motivated
- Ability to work independently under general supervision
- Humility about accomplishments and can be creative about solutions
- Comfort working in a ‘change fast’ environment
- Experience with marketing and ESPs is a plus
- Understanding of anti-spam legislation is a plus
- SQL/Database Query Experience is a plus
The target base salary for this role is $56,000 to $67,000. Base salary will be determined through the selection and assessment process for this role relative to your experience and our job qualifications.
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Mailchimp is a founder-owned and highly profitable company headquartered in the heart of Atlanta with offices in Brooklyn, Oakland, Vancouver, and London with additional remote work locations available. Our purpose is to empower the underdog, and our mission is to democratize cutting edge marketing technology for small business. We offer our employees competitive compensation, fully paid benefits (for employees and their families), and generous profit sharing, and are a flexible-first organization. We hire collaborative, customer obsessed, problem solvers and give you ample opportunity to grow and succeed.
Mailchimp is an equal opportunity employer, and we value diversity at our company. We don't discriminate on the basis race, color, citizenship status, national origin, ancestry, gender (including gender expression and gender identity), sexual orientation, age, weight, religion, creed, physical or mental disability, marital status, veteran status, political affiliation, or any other factor protected by federal, state or local law.