Zoom is in search of an Investigation and Risk Management Analyst to be part of the Investigations and Risk Management Team (IRM) in Trust & Safety (T&S). T&S handles fraud, complaints of abuse on the platform (such as meeting disruptions), responds to law enforcement requests from around the globe, carries out part of Zoom’s export control program, and is building Zoom’s arsenal of tools to combat abuse both before and after it happens.

IRM is the T&S team’s in-house detective squad. We find, understand and put a stop to new or elaborate kinds of abuse on the Zoom platform by conducting in-depth investigations and analytics. The IRM team is creative and collaborative. We work closely with anyone at Zoom who has identified potential abuse, from billing and payments, to product, to support, to legal and communications. We have dedicated engineering and data science resources and access to any internal tool we need to carry out our mission. We also work with external partners, for example when a particular kind of abuse involves other tech platforms. We are committed to ensuring transparency, consistency, and adhering to compliance regulations.

IRM is embedded within Zoom’s energetic and dynamic T&S team. T&S is committed to delivering happiness to customers while creating a culture of trust, safety, and respect. Zoom takes the privacy and security of our customers and their data seriously. We maintain a steadfast commitment to promoting the free and open exchange of ideas. The T&S team challenge includes carefully balancing the privacy of Zoom customers and users against the important security interests of our world.

To that end, we’re seeking an Analyst who can hit the ground running in the Investigation and Risk Management team and help expand its scope and impact, both internally and public-facing.

Responsibilities:

• Develop a deep understanding of platform usage to identify potential risks and threats

• Design and implement processes to address abuse-related concerns for the platform 

• Perform investigations of irregular trends and behavior patterns associated with fraudulent or suspicious activity

• Work cross-functionally throughout the organization (e-Commerce, Engineering, Data Science, Finance, Support, Global Payments, etc.) to help build a best-in-class risk & fraud operational program

• Assist in the development of ad-hoc analysis, reports, presentations, and special projects for Senior Management

• Review sensitive content that may be confidential, sensitive, controversial, or emotionally challenging in nature

• Assist in verifying compliance with Zoom’s Terms of Service and Community Standards

• Stay familiar with all of Zoom’s products, offerings, and integrations

Requirements: 

• Bachelor’s degree and a minimum of 2 years of investigation, fraud or risk investigations-related experience; or equivalent work experience, including hands-on fraud or risk mitigation experience

• Must have the ability to operate independently when required and be highly self-motivated

• Demonstrated effective time management and organizational skills

• Excellent analytical and problem-solving skills, including the ability to interpret structured data, develop recommendations and analysis to identify emerging abuse-related trends and behaviors

• Must have the ability to make sense of complex, high-quality, and sometimes contradictory information to effectively solve problems

• Strong process/program management and prioritization skills

• Must have a learning mindset with the ability to experiment when tackling new problems using both successes and failure as learning fodder

• Strong verbal and written communication skills 

• Detail-oriented and has an inquisitive nature which helps with troubleshooting.

• Ability to work with cross-functional partners to develop processes and procedures

• Flexible to work in a constantly changing environment

• Discretion when working with sensitive topics or material

• Schedule may vary depending on operational needs, and may include occasional nights and weekends

Preferred: 

• Experience in data query and analysis skills (MySQL, Tableau, Splunk, etc.) 

• Knowledge in utilizing various OSINT and creating documentation and workflows related to additional tools

• Experience working with machine learning & artificial intelligence models to enhance detection, authentication, anti-fraud systems or vendor tools.

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Ensuring a diverse and inclusive workplace where we learn from each other is core to Zoom’s values. We welcome people of different backgrounds, experiences, abilities and perspectives including qualified applicants with arrest and conviction records as well as any qualified applicants requiring reasonable accommodations in accordance with the law.

We believe that the unique contributions of all Zoomies is the driver of our success. To make sure that our products and culture continue to incorporate everyone's perspectives and experience we never discriminate on the basis of race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status.

All your information will be kept confidential according to EEO guidelines.

Given Zoom’s status as a federal contractor, we are subject to President Biden’s Executive Order requiring COVID-19 vaccinations for all US employees. As such, Zoom requires all US employees, including remote employees, to be fully vaccinated. Zoom will consider requests for reasonable accommodations for religious or medical reasons as required under applicable law.

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