At a Glance
- Tasks: Manage abuse complaints and ensure timely responses while collaborating with various teams.
- Company: Join a leading tech firm focused on abuse mitigation and client relations.
- Benefits: Enjoy competitive pay, flexible hours, and opportunities for professional growth.
- Other info: Work in a supportive team with opportunities for international exposure.
- Why this job: Make a real difference in online safety and develop your skills in a dynamic environment.
- Qualifications: Bachelor's degree or equivalent experience, with strong communication and problem-solving skills.
The predicted salary is between 37800 - 46200 £ per year.
The Abuse Mitigation Manager is responsible for overseeing the day-to-day handling of abuse complaints, registry escalations, legal requests, and related client communications across Markmonitor’s abuse management channels.
The role ensures that legitimate reports are reviewed, escalated, and actioned in a timely manner while maintaining effective working relationships with internal stakeholders, clients, registries, and mitigation service providers.
The position also supports continuous improvement of abuse management processes, response templates, portal functionality, and reporting to ensure compliance with registry, ICANN, and industry standards.
- ESSENTIAL DUTIES & RESPONSIBILITIES (INCLUDES OTHER DUTIES AS REQUIRED)
- Portal Experience and Abuse Complaint Management
- Responsible for the day-to-day management and review of the MM abuse portal where the person shall
- Review reports that are received into the portal and forward legitimate abuse reports to clients for review and action
- Review reports received to the abuse complaints email address to determine if they need a response using our template library
- Escalate notifications to the relevant part of the business
- Resolve queries and correspondence in a timely and efficient manner.
- Review and respond to ICANN RDRS notifications
- Manage Incoming Abuse Complaints
- Escalations and comms throughout business
- Liaising with Global Industry Relations (GIR), Legal, Domain Portfolio Advisor teams throughout Markmonitor Group (MMG) to notify them of relevant abuse complaints, Legal requests, Registry correspondence and sending queries concerning next steps and remedial action requests where appropriate and necessary
- Working alongside GIR / Legal to ensure the compliance with Registries, ICANN and industry standards with regards to abuse mitigation efforts.
- Registry escalation and Process Flow
- Responsible for the monitoring of the registry escalations inbox for abuse notifications from Registries and ensuring the DPA and client are notified of the complaint in a timely manner
Subpoena & Court Order Management
- Liaising with legal and GIR relating to Subpoenas and Court Orders
- Escalating relevant Legal orders and police requests for registrant data to GIR for support and response.
- Bespoke Client Process management and Development
- Actioning bespoke Abuse management processes on behalf of clients
- Maintenance and review of processes alongside supportive teams and departments.
- Creation of new bespoke processes
- Management of client escalation points for notifications and communications
- Relationship Development and Management
- Developing and maintaining relationships with internal departmental stakeholders as well as clients and mitigation service providers
- Identification of new mitigation providers and efforts to ensure that we are up to date with the industry and the abuse management providers.
- Liaising with the engineering org relating to updates, development and improvements of the abuse portal and/or required changes
- Template Management and Review
- Working with the existing template library for standardised responses and replies to be dispatched
- Periodical review with GIR and Legal teams of the templates.
- Maintenance of the shared area and location for the SOP (Operating procedures) for the DNS Abuse handling.
- Reporting & Metrics
- Working with the portal to provide Working with the portal to provide quarterly metrics and reports relating to abuse reports received and categories.
- POSITION REQUIREMENTS
- Bachelor’s degree or equivalent work experience.
- 2 years of experience in a customer-focused, technical support/services role, or 4 years of experience in customer success, account management, or a related role.
- Excellent communication, problem‑solving, and project‑management capabilities.
- Ability to work cross‑functionally and thrive in a dynamic environment.
- Ability to translate technical processes into easily understood information.
- Excellent prioritization and analytical skills.
- International business experience and foreign language skills a plus.
- Experience with CRM platforms for customer data management and workflow optimization is a plus.
- Domain industry knowledge is a plus but not required — candidates will receive onboarding and training to develop domain management expertise.
- Exceptional oral and written communication skills.
- Excellent attention to detail, prioritization and analytical skills.
- Ability to translate technical processes into easily understood information to internal and external clients and stakeholders.
- Good organisation skills.
- Ability to work under pressure
- Ability to work well with others
- WORK HOURS
- Full-Time
- Standard business hours 9.00am to 5.30pm (Monday–Friday), with flexibility for non-standard hours to accommodate global operations and deadlines.
- TRAVEL
- Minimal to moderate (up to 15–20%) for regional meetings, team visits, or business needs.
Abuse Mitigation Manager in London employer: Markmonitor
Com Laude, part of the Markmonitor Group, is an exceptional employer that prioritises employee growth and development within a supportive and inclusive work culture. With a hybrid working model allowing flexibility between home and our London office, employees benefit from a dynamic environment that encourages learning and collaboration while contributing to impactful projects on a global scale. Join us to be part of a caring team that values diversity and offers clear pathways for career advancement in a fast-paced, international setting.
StudySmarter Expert Advice🤫
We think this is how you could land Abuse Mitigation Manager in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Markmonitor. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Markmonitor before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Abuse Mitigation Manager in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Markmonitor:Your cover letter is your chance to shine! Tell us why you want to work at Markmonitor specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Markmonitor!
How to prepare for a job interview at Markmonitor
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
