Remote Compliance Officer

Summary

Join the herd! The Tucows Domains Compliance Officer reports to the Director of Compliance and helps ensure that all Tucows Domains businesses remain compliant with ICANN policies, registry contracts, and various international requirements.

Requirements

• Knowledge of basic office tools (word processing, spreadsheets, calendar)
• Internet technologies: email, browsers, VPN, DIG tools, etc
• Ability to use critical and analytical thinking to properly identify and assess risks and evaluate issues from a non-linear perspective
• Ability to solve complex problems rapidly, effectively and resourcefully
• Broad understanding of DNS Abuse and other forms of online abuse
• Ability to exercise ethical responsibility when dealing with online abuse like CSAM, terrorism, and pharma issues
• Be able to identify areas needing improvement and develop and suggest risk management strategies
• Must be able to work independently and be comfortable working autonomously, taking issues from inception to completion, while keeping customers updated on progress in a professional manner
• Must know when to escalate issues, internally and externally
• Excellent verbal and written communication skills
• Minimum of one to two years experience at a domains-related business
• Completion of post-secondary studies in administration, business, or information technology; minimum successful completion of high school
• Minimum of one to two years experience in a customer support-related environment, providing support to customers via phone and email

Responsibilities

• Tickets typically come through and are managed using the Freshdesk ticketing system
• Resolving Reseller and end user enquiries
• Combating DNS Abuse, including shutting down domains, working with victims of compromised domains, and responding to reporters
• Liaising with registries concerning registrant verification (including ICANN mandated verification, Nominet verification, .pro validation, and others)
• Responding to and resolving complaints and queries initiated via the ICANN complaint portal
• Maintaining the Disputes email inbox and managing UDRPs, court orders, preservation requests, and subpoenas
• Educating intellectual property representatives about what a registrar can do to help them resolve issues of copyright infringement, trademark violations, and the like
• Responding to issues involving whois privacy
• Answering questions involving Tucows’ terms of service

Benefits

Base salary range for this position is $55,152 - $61,280