Trust and Safety Agent (Customer Support)

THG is one of the fastest growing online retailers on the planet and THG Hosting, as a part of THG family, is a global provider of Internet services based in the United Kingdom, with data centers in the UK and the US. We provide web hosting and Internet services to savvy surfers, small businesses, and blue-chip giants alike.

The primary aim of this team is to employ the mechanisms of monitoring the instances of illegitimate activity across THG hosted resources and resolve the encountered issues without undue delays and with a minimum negative impact on the overall network reputation. The team works directly with customers to create an environment of trust and mutual respect which underpins customer loyalty and the overall satisfaction rate.

Responsibilities:

• Be at the forefront of bilateral business-related interaction with customers around the globe and handle all instances of abusive behavior in accordance with local reference protocols and procedures that are aimed at maintaining network trust and safety;
• Monitor and categorize the incoming complaints about abusive and/or illegitimate activity originating from THG hosted resources and eliminate any potential risks to the company brand image and trustworthy reputation;
• Verify the adherence of received complaints to the established standards and requirements and facilitate the negotiation process between the parties of conflict until they arrive at a consensus and the potential safety threat is eradicated; 
• Display the basic technical skills necessary for identifying the potential cause of reported abusive behavior and provide clear-cut guidance for customers regarding the security tools and protocols that need to be implemented under particular circumstances; 
• Interact closely with law enforcement agencies worldwide and escalate the carefully vetted subpoenas and personal data inquiries to the responsible department for the sake of ensuring immediate reaction to all time-critical offenses and facilitating the process of issue resolution;
• Conduct the regular overview of IP ranges reputation as based on the evidential information from the reputable blacklists that monitor the unsolicited spamming activity; take the precautionary measures to cease ongoing abusive behavior by means of deactivating customers involved in illegitimate mailing mechanisms and/ or identifying compromised accounts and assisting customers with securing them against further attacks;
• Respond to customers' complaints about the encountered email deliverability problems and scrutinize the potential faults in records configuration that might have an impact on the successful email correspondence; engage in negotiations with leading email service providers, including Gmail, Outlook, Yahoo Mail, iCloud Mail, etc., in order to remove the blockage and restore network reputation;
• Monitor the notifications about detected server and/or network vulnerabilities and approach customers with detailed instructions on the security protocols that need to be implemented; 
• Routinely track the activity of customers conducted on THG hosted resources and ensure the immediate reaction to deliberately abusive and/or fraudulent actions by means of escalating suchlike accounts for Investigations Team review; 
• Interact directly with customers regarding any payment-related issues and provide the required assistance to verify the accuracy and timeliness of charges for the purchased services;
• Handle account cancellation requests and gather customers' feedback for the sake of monitoring service satisfaction level and contributing to the improvement of the overall retention rate and the decrease of customer churn.

Basic requirements and qualifications:

• Advanced proficiency in English, including business correspondence;
• Working knowledge of Windows and Linux Operating Systems;
• Relevant professional experience in the realm of customer service; 
• Excellent communication and interpersonal skills;
• Demonstrated ability to work collaboratively on investigation and resolution of complex tasks that require maximum attention to detail, strong analytical skills, and decision-making initiatives.

We offer:

• Opportunity to work in the fast-growing company;
• Competitive salary;
• Welcoming atmosphere;
• Paid sick leave; 
• Free English classes;
• Comfortable big office with kitchen and equipped break room (currently remote)