Senior Customer Experience Specialist, Trust & Safety - Postmark and ActiveCampaign

As a Senior Customer Experience Specialist at Postmark and ActiveCampaign, you will be responsible for enforcing compliance policies, documenting troubleshooting steps, and collaborating with multiple teams to enhance our Compliance processes. You'll also engage in quality assurance, coach team members for improvement, and remain informed about industry regulations, ensuring both platforms operate effectively.

To qualify for the Senior Customer Experience Specialist role at Postmark and ActiveCampaign, you need at least three years of experience in Email Compliance, Fraud, or Trust & Safety. A strong grasp of compliance tools, an understanding of privacy laws like GDPR and CASL, and excellent communication skills are essential for success in this position.

The Senior Customer Experience Specialist at Postmark and ActiveCampaign will champion cross-functional initiatives, collaborate with various departments, and actively provide feedback to ensure strategies align and operational efficiencies are achieved. Your role will be vital in developing solutions that protect our clients and enhance their experience.

Success in the Senior Customer Experience Specialist role at Postmark and ActiveCampaign hinges on excellent communication abilities, a comprehensive understanding of compliance policies, and a knack for working collaboratively across departments. Adaptability in fast-paced environments and problem-solving skills are also crucial in this role.

Candidates interviewing for the Senior Customer Experience Specialist position at Postmark and ActiveCampaign can expect discussions around their experience with compliance, problem-solving abilities, and how they can contribute to cross-departmental projects. Be prepared to share examples of past successes and engage in situational questions.

In your response, highlight specific regulations like GDPR, CASL, and CAN-SPAM that you've worked with. Discuss how you have applied these regulations in your previous roles and the impact it had on customer satisfaction and compliance.

Demonstrate your conflict resolution skills by describing a methodical approach. Emphasize the importance of clear communication, understanding the client's needs, and how you would use your knowledge of compliance policies to find a satisfactory resolution.

Share specific resources and practices such as attending webinars, subscribing to industry newsletters, or participating in professional networks. Highlight how your ongoing education informs your work and benefits your team at Postmark and ActiveCampaign.

Provide a specific example that highlights your collaboration skills. Discuss the project, the departments involved, the challenges faced, and how your contributions was key to achieving the goal.

Discuss your prioritization techniques, such as assessing urgency versus importance, using tools for task management, and how you adapt your strategy as new tasks arise, particularly in high-pressure scenarios.

Explain your method for documenting issues clearly and concisely. Highlight the importance of this practice for improving processes, training team members, and enhancing customer experience by providing accurate historical context.

Detail your coaching philosophy, focusing on empathy, providing constructive feedback, and developing actionable plans. Mention the importance of regular check-ins and celebrating improvements to foster a supportive learning environment.

Discuss key performance indicators such as escalation resolution time, customer satisfaction scores related to compliance issues, and compliance audit results. Explain how tracking these metrics can help improve processes within the team.

Describe your QA process, emphasizing the importance of consistency and attention to detail. Discuss how you provide feedback to colleagues and suggestions for improvement based on observed patterns.

Share a specific initiative where you identified a problem, proposed a solution, gained buy-in from stakeholders, and implemented change. Highlight the results and how it impacted the organization positively.