Compliance Officer

at  Tucows

Tucows Domains is the world’s largest wholesale domain registrar, responsible for maintaining the health, neutrality, and openness of an important—but largely invisible part of the Internet: the domain name system (DNS).
As part of Tucows—one of the world’s largest Internet companies—Tucows Domains has a rich history of helping make the Internet better, operating globally under the Ascio, Enom, Hover and OpenSRS brands.

FUNCTIONAL COMPETENCIES – KNOWLEDGE, SKILLS, AND ABILITIES

• 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.

QUALIFICATIONS REQUIRED

• 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.
• Desire for ongoing learning and development.
  The base salary range for this position is $55,152 - $61,280. Range shown in $CAD for Canadian residents. Other countries will differ. Range may vary on a number of factors including, but not limited to: location, experience and qualifications. Tucows believes in a total rewards offering that includes fair compensation and generous benefits.
  Want to know more about what we stand for? At Tucows we care about protecting the open Internet, narrowing digital divide, and supporting fairness and equality.
  We also know that diversity drives innovation. We are committed to inclusion across race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status or disability status. We celebrate multiple approaches and diverse points of view.
  We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us to request an accommodation.
  Tucows and its subsidiaries participate in the E-verify program for all US employees.
  Learn more about Tucows, our businesses, culture and employee benefits on our site here

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.
• Supporting the compliance function for other Tucows business lines (mobile and fiber).