Trust & Safety Analyst

Join Vonage and help us innovate cloud communications for businesses worldwide!

Trust & Safety Tier-1 Analyst

As an Intermediate 24/7 shift role, the Trust & Safety Tier-1 Analyst will be responsible for the following core functions:

• 24x7 Engineering Response Leadership: Act as the lead point of contact during off-hours for technical engineering queries and incident investigation, coordinating with cross-functional teams as needed
• Content Monitoring: Overseeing the monitoring of content to ensure compliance with operational standards for 10DLC
• Escalation Management and Communication: Serve as the escalation liaison for operational issues, driving communication and resolution independently, particularly outside of core hours
• Data Trend Analysis and Advanced Reporting: Analyze and interpret operational data to identify trends, produce insightful reports, and recommend improvements to optimize operational performance
• Alert Response: Act as the primary responder to operational alerts during non-standard hours, managing and resolving some alerts independently, and escalating when appropriate
• Fraud Investigation and Prevention: Lead basic investigations into potential fraud cases, take decisive actions such as suspensions or blocks, and implement fraud prevention measures
• Carrier Communications Entry Point: Serving as the first point of contact for carrier-related communication
• The successful candidate will work closely with the fraud investigating team  and the wider operations team to ensure smooth and effective service delivery across all operational areas.

Desired Skills and Experience:

• Cpaas (SMS or Voice)Operations 
• Strong ability to work in a fast-paced, 24/7 shift environment
• Excellent communication and coordination skills, especially in cross-functional team settings
• An understanding of basic fraud prevention and investigation techniques
• Proficiency in data analysis and reporting
• Strong problem-solving skills and the ability to handle operational alerts and escalations effectively
• A willingness to work collaboratively with technical and non-technical teams
• Great to have Knowledge of 10DLC, TFN and SC
• A knowledge of anti-fraud techniques and associated practices (AML, KYC) 

There’s no perfect candidate. You don't need all the preferred qualifications to make a valuable impact on our team. Our employees and customers come from diverse backgrounds, so if you're passionate about what you could achieve at Vonage, we'd love to hear from you.

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Who we are:

Vonage is a global cloud communications leader. And your talent will further help brands - such as Airbnb, Viber, WhatsApp, and Snapchat - accelerate their digital transformation through our fully programmable-based unified communications, contact center solutions, and communications APIs. Ready to innovate? Then join us today.

Note: The purpose of this profile is to provide a general summary of essential responsibilities for the position and is not meant as an exhaustive list. Assignments may differ for individuals within the same role based on business conditions, departmental need or geographic location.