Experienced Regulatory Compliance Manager – Customer Support and Administrative Operations

At careerzynith, we're on a mission to revolutionize the way people consume entertainment and connect with each other. As a leader in the streaming industry, we're committed to providing an exceptional experience for our customers while maintaining the highest standards of regulatory compliance. We're seeking an experienced Regulatory Compliance Manager to join our team and help us navigate the complexities of customer support and administrative operations.

• *Job Summary:**

We're looking for a highly skilled and detail-oriented Regulatory Compliance Manager to oversee our customer support and administrative operations in Latin America. As a key member of our team, you'll be responsible for managing a small group of legal experts who handle all stages of customer complaints, from initial assessment to resolution. You'll work closely with our internal stakeholders, including customer support, investigations, and public policy teams, to ensure that our responses are aligned with our system and culture.

• *Key Responsibilities:**

• Manage a small team of legal experts responsible for handling all stages of customer complaints, including:
+ Reviewing and assessing customer complaints+ Ordering data and conducting research to understand the root cause of complaints+ Drafting responses, requests, and other relevant reports+ Coordinating with external counsel to ensure compliance with regulatory requirements
• Handle directly our agenda of customer complaints and related administrative requests from all Latin American countries (Portuguese and Spanish-speaking)
• Develop and implement processes for preparing prosecution reports, including quarterly reports for review and financial reporting
• Collaborate with internal stakeholders to ensure that our responses are aligned with our system and culture
• Proactively use customer support tools and other internal resources to assess and resolve complaints
• Engage, manage, and work closely with external counsel to define and improve our methodology and legal strategy, gather documentation, and review responses to ensure our responses are aligned with our system and culture
• Maintain and update internal documentation, including case-specific records and outlines of legal analysis
• Organize, log, and maintain accurate data regarding the volume and types of customer complaints for reporting and driving product and customer experience enhancements
• Identify opportunities for automated data solutions, using prior data and reducing manual data entry/unnecessary duplication of data
• Serve as a legal contact and collaborate with the Customer Support teams to research, gather insights, and draft responses to customer complaints filed in public-facing platforms (i.e., Reclame Aqui)

• *Essential Qualifications:**

• Bachelor's degree in a relevant field (e.g., law, business, public administration)
• Proven experience in regulatory compliance, customer support, or a related field
• Strong analytical and problem-solving skills, with the ability to navigate complex regulatory requirements
• Excellent communication and interpersonal skills, with the ability to work effectively with internal stakeholders and external counsel
• Ability to work proactively, independently, and reliably with minimal supervision, using good judgment to raise concerns when necessary
• Familiarity with Portuguese, English, and Spanish is required for this role
• Individuals management experience is not necessary but is highly desirable

• *Preferred Qualifications:**

• Master's degree in a relevant field (e.g., law, business, public administration)
• Experience in a similar role or in a related field, such as customer support or regulatory compliance
• Knowledge of relevant laws and regulations, including labor laws, equal employment opportunity laws, and data protection laws
• Experience with automated data solutions and data analysis tools
• Familiarity with careerzynith's products and services

• *Skills and Competencies:**

• Strong analytical and problem-solving skills, with the ability to navigate complex regulatory requirements
• Excellent communication and interpersonal skills, with the ability to work effectively with internal stakeholders and external counsel
• Ability to work proactively, independently, and reliably with minimal supervision, using good judgment to raise concerns when necessary
• Familiarity with Portuguese, English, and Spanish is required for this role
• Strong attention to detail and organizational skills, with the ability to manage multiple priorities and deadlines
• Ability to work in a fast-paced environment and adapt to changing priorities and requirements
• Strong analytical and problem-solving skills, with the ability to navigate complex regulatory requirements

• *Career Growth Opportunities and Learning Benefits:**

• careerzynith is committed to providing a supportive and inclusive work environment that fosters growth and development
• Opportunities for professional growth and advancement, including training and development programs
• Collaborative and dynamic work environment with a team of experienced professionals
• Flexible work arrangements, including remote work options
• Comprehensive benefits package, including health insurance, retirement plan, and paid time off

• *Work Environment and Company Culture:**

• careerzynith is a dynamic and innovative company that values creativity, collaboration, and customer satisfaction
• Our team is passionate about delivering exceptional customer experiences and is committed to maintaining the highest standards of regulatory compliance
• We offer a flexible and supportive work environment that fosters growth and development
• careerzynith is an equal opportunity employer and welcomes applications from diverse candidates

• *Compensation, Perks, and Benefits:**

• Competitive salary range: $20-30/hour
• Comprehensive benefits package, including health insurance, retirement plan, and paid time off
• Flexible work arrangements, including remote work options
• Opportunities for professional growth and advancement, including training and development programs
• Collaborative and dynamic work environment with a team of experienced professionals

• *How to Apply:**

If you're a motivated and detail-oriented individual with a passion for regulatory compliance and customer support, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter explaining why you're the ideal candidate for this role. We can't wait to hear from you!

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