Compliance Coordinator

Job Description

Fastly helps people stay better connected with the things they love. Fastly’s edge cloud platform enables customers to create great digital experiences quickly, securely, and reliably by processing, serving, and securing our customers’ applications as close to their end-users as possible — at the edge of the internet. The platform is designed to take advantage of the modern internet, to be programmable, and to support agile software development.

Fastly’s customers’ use our edge cloud platform to ensure concertgoers can buy tickets to the live events they love, travellers can book flights seamlessly and embark on their next great adventure, and sports fans can stream events in real-time, across devices. They include many of the world’s most prominent companies, including Spotify, Alaska Airlines, Hulu, The New York Times, and Ticketmaster.

We’re building a more trustworthy Internet. Come join us.

Compliance Coordinator

Fastly is looking for a passionate support professionals to continue our high standard of support, as well as scale and improve our support systems. Fastly’s goal of providing a fast and secure internet is rooted in great support. It's a core value, and something that shapes our culture.

You should be an expert in written voice, embrace details, and have the curiosity and experience necessary to understand Fastly’s products and customers. You’ll be working with our legal, security, and engineering teams on behalf of our customer base, so a passion for customer advocacy is essential

What you'll do

• Effectively triage and prioritize incoming abuse and acceptable use policy violations and apply the appropriate procedures for resolution
• Participate in ongoing training and education to continue to grow in this role
• Assist with cases of abusive accounts, DMCA/GDPR reports, and related customer issues, and decrease resolutions times for cases
• Address customer cases, questions, and escalations in a timely and professional manner
• Communicate internal and customer needs and requirements with the security, legal, and engineering teams
• Contribute to our documentation for reporting cases and for mitigating cases
• Contribute to the processes and policies that scale our support organization and improve overall efficiency

• Minimum of 1-2 years of experience in a customer support role
• Strong written communication skills
• Attention to detail and results oriented
• Effective problem solving and analytical skills
• Familiarity with ticketing system (Zendesk, JIRA) and documentation tools (Confluence, Google Drive)

Why Fastly?

• We have a huge impact. Fastly is a small company with a big reach. Not only do our customers have a tremendous user base, but we also support a growing number of open source projects and initiatives. Outside of code, employees are encouraged to share causes close to their heart with others so we can help lend a supportive hand.
• We love distributed teams. Fastly’s home-base is in San Francisco, but we have multiple offices and employees sprinkled around the globe. In fact, 50% of our employees work outside of SF! An international remote culture is in our DNA.
• We care about you. Fastly works hard to create a positive environment for our employees, and we think your life outside of work is important too. We support our teams with great benefits, like generous parental leave, options for free medical/dental/vision plans, and an open vacation program that enables our folks to take the time they need to recharge (some benefits may vary by location).
• We value diversity. Growing and maintaining our inclusive and diverse team matters to us. We are committed to a being a company where our employees feel comfortable bringing their authentic selves to work and have the ability to be successful -- every day.
• We are passionate. Fastly is chock full of passionate people and we’re not ‘one size fits all’. Fastly employs authors, pilots, skiers, parents (of humans and animals), makeup geeks, coffee connoisseurs, and more. We love employees for who they are and what they are passionate about.

We’re always looking for humble, sharp, and creative folks to join the Fastly team. If you think you might be a fit please apply!

Fastly is committed to ensuring equal employment opportunity and to providing employees with a safe and welcoming work environment free of discrimination and harassment.

Employment decisions at Fastly are based on business needs, job requirements and individual qualifications, without regard to race, color, religion, gender, gender identity, gender expression, sexual orientation, national origin, family or parental status, disability*, age, veteran status, or any other status protected by the laws or regulations in the locations where we operate. Fastly encourages applicants from all backgrounds.

* Applicants with disabilities may be entitled to reasonable accommodation under the terms of the Americans with Disabilities Act and certain state or local laws. A reasonable accommodation is a change in the way things are normally done which will ensure an equal employment opportunity without imposing undue hardship on Fastly. Please inform us if you need assistance completing any forms or to otherwise participate in the application process.

Fastly collects and processes personal data submitted by job applicants in accordance with our Privacy Policy . Please see our privacy notice for job applicants .

#LI-DNP