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Compliance Analyst
Title:Compliance Analyst
Department :Customer Service
Location:Houston, TX

Position Overview:

The Compliance Analyst role focuses on ensuring that the users and partners that deploy WebPros products are operating within the legal and contractual terms associated with each respective product. This is a multi-functional role that handles both internal work requests and customer-facing interactions. This position reports directly to the Customer Service Supervisor and plays a key role in assisting Customer Service, Partner Success and the WebPros Global Sales Team.  

Essential Functions: 

  • Work with cPanel Legal and Customer Service teams to develop and deploy strategies designed to mitigate license fraud for cPanel/WHM, Plesk, and other WebPros assets
  • Review and process cPanel and Plesk new and existing partner agreements to ensure compliance from both the partner entering the agreement and WebPros
  • Handle all license fraud inquiries that are sent out to hosting companies, datacenters, and other service providers using the Zendesk ticket system
  • Help the legal and development teams complete tasks and projects related to OFAC and GDPR for all WebPros brands
  • Fulfill requests from Customer Service Leadership and WebPros General Counsel, such as research, report creation, data analysis, customer communications, and general fraud related requests
  • Create and maintain license fraud documentation, procedures, historical tracking, methodology, and best practices
  • Assist Customer Service Team with daily ticket volume including billing, licensing, and general customer service requests
  • Adheres to the policies and procedures of the company
  • Exemplifies the cPanel Core Values of Inclusion, Innovation, Trust, Collaboration, and Fun


Eligibility Requirements:

  • High School Diploma or equivalent
  • 1+ years of experience in either web hosting, software, or license-based products
  • 1+ years in a customer facing role such as customer service, technical support, or similar
  • Strong research and analysis skills and the ability to present your findings to Legal team and leadership
  • General knowledge of DNS, Internet Protocol, Linux, cPanel, Plesk and other related technologies
  • Working knowledge of BASH preferred but not required
  • Ability to take ownership of tasks and work autonomously to achieve the desired outcomes
  • Ideal candidates have some level of legal knowledge pertaining to fraud, intellectual property, or similar



Written Communications: Superior written communication skills required; ability to communicate effectively in all written work, utilizing proper grammar, spelling, and punctuation.

Oral Communication: Excellent oral communication skills required; to speak clearly and effectively in positive or negative situations with employees and in group settings.

Interpersonal Skills: Able to motivate, coach, mentor, and develop relationships quickly with all levels of employees in a professional and effective manner.

Research Skills: Able to gather data, facts, and impressions from a variety of sources about prospective and current employees; seeks knowledge about policies, rules, laws, procedures, or practices; managing the data flow; classifying and organizing information for use in decision-making and monitoring.

Ethics and Confidentiality: Demonstrates the highest level of ethical behavior and displays integrity and ethics in handling confidential information.

Time Management: Strong organizational skills, able to prioritize and use time effectively in an unsupervised fashion, pursuing other activities when regular duties have reduced volume; able to complete projects in a timely manner.

Business Acumen: Demonstrates good judgment and strong skills in achieving maximum organizational performance and efficiencies.

Results Driven: Able to follow through on assignments to achieve company and departmental goals.

Adaptability: Able to adapt to changes in the work environment, manage competing demands, and deal with frequent change, delays or unexpected events including software & systems used to perform everyday tasks.

Problem Solving Skills: Able to identify and resolve problems in a timely manner, gather and analyze information skillfully; able to apply independent judgment on regular basis in making decisions.

Travel: Semi-frequent local and international travel required, including some interstate travel by air.


Work Environment and Physical Demands

Ability to work in an office environment. Specific abilities required by this job include the ability to occasionally lift and carry or move up to 20 pounds; Near vision; hearing; ability to transport oneself as needed throughout the day; ability to sit and use computer workstation, including keyboard and visual display terminal, for extended periods of time; manual dexterity (eye/hand coordination); repetitive arm/hand movements

cPanel is a 24/7 operation and nontraditional or extended hours (including weekends) may be required

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