AdAction · 2 hours ago
Customer Operations Analyst
United States
Full-time
Remote
Entry, Mid Level
$50K/yr - $60K/yr
2+ years expAdAction is a leader in performance-based mobile app marketing, seeking a Customer Operations Analyst to assist users and combat fraud. The role involves handling customer support requests, analyzing data related to support, and collaborating with various internal teams to ensure platform quality and customer satisfaction.
AdvertisingMobile Apps
Responsibilities
Handle general support issues, corresponding with customers via multiple support channels to assist users and deliver positive outcomes
Process player ban appeals and case appeals, delivering final determination on status of users accounts and rewards for cases
Work on escalated customer support issues, corresponding with external partners for collaboration as needed to ensure a joint resolution is reached
Develop a deep understanding of various mobile games and services in order to accurately evaluate support cases
Isolate and identify fraudulent users from high risk partners via report analysis, mobile device knowledge and behavior variances of users
Perform regular traffic sweeps to retroactively evaluate behavior for medium risk partners to determine risk level, escalating behavior patterns as necessary
Evaluate reports and alerts to distinguish fraudulent activity from high engagement behavior
Evaluate data related to partner issues with offer setup, analyzing reporting and escalating to solutions team members for further analysis
Write feature requests for platform quality and support to articulate ideas into actional items for roadmaps
Partner closely with Solutions and Sales teams on unique offer setups or app integrations to assist in smooth launch
Update and organize documentation to assist cross functional teams’ knowledge of fraud and support operations
Qualification
Required
2+ years of experience in customer support or platform quality, with a preference for experience in a high volume, written communication environment
Strong written and verbal communication, with skills to communicate comfortably with internal stakeholders, external users and external clients, including enterprise level clients and C-suite executives
Strong analytical skills and attention to detail, with the ability to turn data into actionable insights and trends; proficiency in data and reporting tools required
Proven track record of process improvement and innovation, identifying future bottlenecks and collaborating with cross functional teams to work towards solutions
Highly organized, proactive, and comfortable operating in a fast-paced, remote-first, performance-driven environment
Located in the Denver, Chicago, or Austin areas
Benefits
Health, vision, and dental insurance
Up to 6% 401k match with no vestment period
Generous PTO + company holidays
Paid parental leave
Flexible, remote-first work culture
Team outings and happy hours
Weekly UberEats credit
Home office stipend
Annual learning and development stipend
Annual wellness stipend
Company
AdAction
AdAction is an online platform for well-known companies and game developers with mobile app marketing services in space.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Brian Fox
CEO
Kevin Fox
CFO & COO
Recent News
2025-03-04
Company data provided by crunchbase