Anti-Abuse Customer Support Manager

Job description

At Proton, we envision an internet where privacy is the default, and we’re building ways to help all people secure their digital lives and take control of their data.

ProtonMail was founded in 2014 by a group of scientists who met at the European Organization for Nuclear Research (CERN). Since its inception, the company has grown at a fast pace, and today has over 40 million users.

Our principal product, ProtonMail, is the world’s largest secure email service. Our second product, ProtonVPN, is one of the world’s most popular VPN services. Our vision is to build an internet platform for the protection of digital rights, and we are also developing additional products, including ProtonCalendar, ProtonDrive, and more to come.

Proton users include leaders of the Hong Kong protest movement, New York Times journalists, some of the world’s largest corporations, and millions of ordinary citizens from over 180 countries. Our team is diverse and dynamic, representing over 30 different nationalities, with offices in Geneva, Zurich, Prague, Vilnius, Skopje, and Taipei. We're also considering future potential office locations, such as London and Barcelona.

About the team

While the open nature of email is great for interoperability, accessibility, and freedom from centralized control, it also creates challenging spam and abuse problems. For instance, a significant percentage of incoming emails to ProtonMail users are spam, some of which are dangerous phishing attacks. Also, as a free email service open to all, ProtonMail inevitably attracts signups from bad actors who abuse our excellent email delivery record and our reputation.

You will join a growing anti-abuse customer support team to analyze and mitigate spam and abuse attacks. This will involve working with sophisticated anti-spam and anti-abuse systems, including machine learning solutions.
Your work will directly improve the user experience and the digital security of millions of people around the world.

What you will do

  • Lead and scale a customer support team focused on solving user inquiries related to our anti-abuse systems.
  • Monitor and review abuse reports, and handle escalated cases from team members.
  • Work closely with anti-abuse engineers and analysts on developing new tools to improve Customer Support workflow.
  • Collaborate with teams on different continents to provide 24/7 coverage.
  • Manage and drive the anti-abuse customer support team to operate smoothly and in alignment with company objectives.
  • Coach and train new hires to onboard them seamlessly.

Job requirements

  • Fluent English, both written and spoken.
  • Excellent attention to detail and communication skills.
  • Ability to resolve complex problems based on data and reports.
  • Demonstrated leadership in managing, motivating, and developing a team.
  • Experience performing data analysis (preferably, but not limited to electronic communications, anomaly detection, or fraud prevention).

Why you should join Proton

  • We work on interesting, challenging problems every day. There is never a dull moment.
  • Our startup culture means everyone’s opinion matters. You can have a significant impact.
  • Our rapid growth means there are many opportunities for advancement.
  • The chance to do something meaningful. Proton products protect dissidents, journalists, and activists. Our work saves lives.
  • Be part of something bigger. Millions of people and businesses around the world have embraced our idea of an Internet where privacy and security are the default. Join the privacy revolution that is changing the world.

    ProtonMail uses the Recruitee recruitment platform for more effective hiring process and a better candidate experience. Your data will always be kept confidential and is not shared with any third parties. Keep in mind that you will receive emails from the email address or other addresses on the domain.