Manager, Fraud and Spam

| Seattle
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We are one of the main reasons it’s possible to text with a business today. Zipwhip was the first company to enable texting on existing business phone numbers, and we are now the world’s leading business-texting software and API provider. More than 35,000 companies use us to increase customer engagement and drive growth through texting on their existing landline, VoIP or toll-free phone number. Intuitive cloud-based software, an enterprise-grade API and direct network connectivity mean businesses can use any computer or mobile device to securely and reliably reach their customers, every time.

Our strong venture backing allows us to aggressively invest in our product, technology and team; we’ve received nearly $100 million in funding from the likes of Goldman Sachs, M12 (Microsoft Ventures) and OpenView. We are consistently ranked one of Washington’s fastest-growing workplaces, and were voted the 6th best place to work in the state by Seattle Business magazine and The Puget Sound Business Journal in 2019.

Every day we work to uphold our core DIRECT values: Determination, Innovation, Respect, Enthusiasm, Collaboration and Trust. We know that we’ll build better products if we have a diverse and inspired team that’s encouraged to take risks and innovate.

If you want to be part of a team where you’re supported and empowered to change the way the world communicates, then we’d love to hear from you.

How this role makes an impact:

As the Manager of the Fraud and Spam team you will have oversight of the team that is dedicated to fighting spam to maintain Zipwhip as the most trusted messaging network. We are looking for an individual passionate in continuing our pursuit to stamp out spam from our network while building a platform to ensure good clean traffic is not inadvertently blocked. You will work with a variety of teams including Technical Support, Sales, Engineering as well as Product to gather data and develop strategies to fight fraudulent traffic and suspend accounts.  Join us to help make a difference in preventing text messaging fraud.

What you’ll be working on:

  • Oversight and responsibility for the success of the Spam and Fraud team.
  • Develop operational processes within the team and finetune the customer interactions.
  • Ensure we are staying up to date with our content fraud & spam policies and documentation.
  • Manage customer expectations while creating proper escalation channels.
  • Manage all of our vendor spam and fraud technologies and evaluate new ones.
  • Stay up to date with current industry trends and technology as it relates to text messaging fraud.
  • Help develop future onboarding tools to prevent bad accounts even getting onto the network.
  • You’ll use your analytical and project management skills to think as a spammer, find bad actors, and shut them down.
  • Support the integration of industry content policies into Zipwhip’s Spam and Fraud platform.
  • Regular reporting and analytics management.
  • Regular coaching and performance management- goals setting, performance feedback, regular 1:1s, etc.

The skills you’ll need:

  • Experience managing an operations or Fraud & Spam team.
  • 5+ years’ experience in a Fraud or Spam related role (Carrier experience is a plus).
  • Demonstrate strong ethical values and alignment/modeling of our DIRECT values.
  • Strong verbal and written communication skills.
  • Knowledge of Mysql, Elasticsearch, PowerBI, & scripting languages.
  • Patience and positivity.  Ability to remain calm and focused during a crisis.
  • Strong leadership skills- people are important to you and you take the time to coach, communicate, and develop team members.
  • Strong communication skills, both written and oral.

Why Zipwhip?

  • Ranked the #6 best workplace in Washington in 2019 from Seattle Business magazine and The Puget Sound Business Journal.
  • Consistently ranked one of Washington’s fastest-growing companies by Deloitte.
  • Competitive salary and stock options.
  • Full benefits package including parental leave, 401k, flexible remote work, generous PTO.
  • Health benefits including paid maternity and paternity leave, medical, vision, disability and life insurance.
  • Free on-site (remote for now) weekly  yoga and meditation classes hosted by ZUM fitness, and discounted memberships to Soul Fitness and CorePower Yoga.
  • A brand new office on Elliott Bay with easy beachfront park access which we look forward to returning to post COVID-19 though we maintain a Remote Work Policy.
  • Stipend for transportation and cell phone usage.
  • A culture of transparency and open communication, including a  weekly Company update meeting (catered weekly lunch when onsite working) hosted by our CEO.
  • Values-based leadership and a commitment to building a diverse, equitable, and inclusive Company.

Regular and predictable attendance is an essential function of the job. 

We are an equal opportunity employer and we value diversity of all kinds. We prohibit discrimination against any applicant or employee based on any legally recognized basis. This includes, but isn’t limited to, race, color, national origin or ancestry, citizenship status, creed, religion, gender identity or expression, sexual orientation, pregnancy, marital status, age, veteran status, disability or any other status protected by federal, state or local law.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RLanguages
    • ScalaLanguages
    • SqlLanguages
    • ReactLibraries
    • AngularJSFrameworks
    • Node.jsFrameworks
    • SpringFrameworks
    • MongoDBDatabases
    • MySQLDatabases
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • Aha!Management
    • BasecampManagement
    • JIRAManagement
    • SmartsheetManagement
    • WordpressCMS
    • HubSpotCRM
    • SalesforceCRM
    • MarketoLead Gen

Location

We just moved into a brand new space across from Elliott Bay - check out our water view, sky bridge to a beach park and roof deck.

An Insider's view of Zipwhip

What are some social events your company does?

Every Friday we do something called Gourmet Lunch Friday, or "GLF" as we call it, where we get lunch catered by local chefs and the whole company comes together to eat lunch. This is also a time to go over weekly updates about product, engineering, and sales.

Jenna

Talent Manager

What are Zipwhip Perks + Benefits

Zipwhip Benefits Overview

Flexible PTO policy in addition to 11 other standard holidays
About 8 days of paid sick leave per year
Medical, dental, and vision benefits
401K (matching 100% of the first 1% and 50% match on 2-6%. Only 17% of companies have better matches than we do)
Parking or transportation subsidy of $75/month
Cell phone stipend of $20/month
Gourmet Lunch Fridays (catered lunch every Friday)
Free drinks and snacks in the office space
Subsidized breakfast and lunch in cafeteria
Discounted fitness center near the office, and free fitness classes in the office

Culture
Volunteer in local community
Zipwhip participates in local volunteer activities such as the Big Climb -Leukemia & Lymphoma Society, Backpack Bridgade, and PAWS.
Friends outside of work
Eat lunch together
Intracompany committees
Zipwhip has culture and fun committees that are re-elected annually and manage events and programs from our annual holiday party to our volunteer programs.
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Someone's primary function is managing the company’s diversity and inclusion initiatives
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Team workouts
Retirement & Stock Options Benefits
401(K) Matching
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Some Meals Provided
Happy Hours
Pet Friendly
Recreational Clubs
Relocation Assistance
Fitness Subsidies
Zipwhip provides employees a subsided gym membership program at a gym near the office for $20/ month.
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Cross functional training encouraged
Promote from within
Customized development tracks
Paid industry certifications
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