Compliance support agentCourse Hero

Course Hero is scaling! We are looking for a Compliance Support Agent to help address copyright infringement and intellectual property related issues. We are looking for an individual who will be excited about driving and maintaining processes, has a strong attention to detail, and will be able to think and act independently with sound judgment.
Note: Candidates based in the Philippines only. This is full-time remote Monday - Saturday through EMAPTA at our Makati, Manila office.
Description:
As the Compliance Support Agent, you will address all compliant requests through our DMCA tool, in parallel to internal compliance best practices. Accurately review, process, and remove tier 1 copyright and legal type requests on a daily basis. You will need the ability to critically analyze using best practices in responding to sensitive notices and provide the appropriate macro within the ticket.
Here are some ways you'll make an impact:
Processing and Operational Responsibilities
Process moderate to high volume of copyright and compliance related tickets in the respective processing queues.
Review the volume of the DMCA takedown ticket queue and ensure we are within company SLA.
Escalate issues and communicate effectively within the team.
Regularly report on key performance and operational indicators to respective team leads.
Review and implement updates to external responses
Work cross-functionally with relevant teams to address Compliance related issues
Track issues internally and provide clarity on issue and potential next steps for resolution
Performance Metrics
Process Compliance related tickets within our copyright and overall ticket SLA
Ability to perform at a high level, with high accuracy in processing tier 1 type tickets
Operational Excellence
Consistently maintain team and individual performance SLA
Escalate higher level tickets to team and team leads when necessary
Work fluidly across the team and organization by communicating any issues and/or updates to processes
Are you the next member of our Compliance team?
Bachelor's/College Degree
Relevant industry training or certification
1+ years of experience with Copyright/DMCA with a tech company
Experience handling high volume ticket output
Proven experience that shows commitment in operational excellence
Worked in a multinational organization or BPO industries
Comfortable working with computers - experience with Chrome and Google Suite (Docs, Sheets, Slides, Gmail, Hangouts) are a must
Experience with policy development and implementation
Analytical and critical thinking skills
Collaborative mindset and relationship builder with interpersonal skills
Ability to learn, prioritize tasks, and deliver results
Demonstrate customer-focused problem solving capabilities
Strong English proficiency, proactive communication, and basic computer and internet troubleshooting skills
Sound judgment and risk management skills
Extra Points:
Direct experience working with internal and/or external legal teams
Experience using the Zendesk platform
About Us:
At Course Hero, we have an awesome team and a truly engaging culture. We are customer-focused, collaborative, responsible, gritty, and we love to learn. Our bold mission is to help students graduate confident and prepared!
We are not the only ones that think we're onto something big. Course Hero has been recognized as the on Deloitte's 2019 Technology Fast 500 and also 2019's by the Bay Area News Group. Read up on some of our recent , , and learn more to see what it is like to work with our team.
Course Hero

Manila City, Metro Manila
Permanent
Full-time