Position: Support/Billing/Abuse/Fraud (Trust & Safety)
Category: Support
English level: fluent
Years of experience: 9


Abuse and billing representative (Trust & Safety)
- Dealing with different types of abuse claims (DMCA, spam, DDoS, phishing, etc.) and resolving them accordingly; 
- Assisting clients is abuse/billing related questions. 
- Take care of customer inquiries received via email and chat; 
- Shutting down/ turning on clients' servers. 
- Working within different CRM systems, Jira, Confluence, etc; 
- Submitting reports to third parties; 
- Verifying billing information accuracy and revise errors; 
- Identifying fraudulent sign ups;
- Providing professional support, helping customers set up their accounts and solve their problems.
- Processing orders and applications, identify and escalate priority issues; 
- Verification/validation of new clients 
- Collaborate with other departments to cater to customer needs. 

 Translator
 -Translation from/to English, Ukranian, Russian; 
 -Editing. 
 
 Team Lead 
 -Team management (10 - 22 people); 
 -Planning of workflow; -Control of working process; 
 -Team spirit and motivation of employees; 
 -Accounting; 
 -Training, coaching of new employees; 
 -Evaluation of quality of subordinates; 
 -Holding meetings; 
 -Improvement of the team results and agents’ results; -Resolving conflict situations.
No calls and sales