Samantha Chapman
About Samantha Chapman
Samantha Chapman is a Customer Support Engineer at Moz in Australia, where she has worked since 2016. She specializes in spam and fraud moderation, utilizing tools like Intercom and ZenDesk to manage customer inquiries and support.
Work at Moz
Samantha Chapman has been employed at Moz as a Customer Support Engineer since 2016. Over her eight years in this role, she has contributed to various aspects of customer support, including tracking historical data to implement blocks against spam and fraud behavior. She utilizes tools such as Intercom and ZenDesk to manage customer inquiries effectively. Additionally, she engages in proactive monitoring and moderating of Moz's Q&A forum, ensuring that users receive timely assistance and information.
Previous Experience
Before joining Moz, Samantha worked as a Freelance Moderator at Crisp Thinking from 2016 to 2017. In this role, she focused on fraud determination and pattern management, specifically analyzing Free Trial abuse using Stripe. She also held the position of Customer Support Team Lead at Gumtree Australia from 2014 to 2016, where she managed customer support operations in Sydney, Australia.
Education and Expertise
Samantha studied Child and Youth Work at Fleming College in 2011, although her studies were completed in a brief period. Additionally, she attended Trent University from 2009 to 2010, where she pursued General Arts. Through her role at Moz, she has developed an understanding of basic SEO strategies, terminology, resources, and tools, enhancing her expertise in the field.
Fraud Management and Support Skills
In her current role, Samantha specializes in spam and scam moderation, employing techniques such as IP range, email patterns, and domain assessment. She conducts fraud determination and utilizes Stripe analysis to manage patterns of abuse. Furthermore, she communicates with the engineering team by creating and linking JIRA tickets to address technical issues, ensuring a collaborative approach to problem-solving.
Contributions to Team Communication
Samantha plays a critical role in team communication by submitting Early Warnings to notify teams of critical issues. This proactive approach helps in addressing potential problems before they escalate, contributing to the overall efficiency of the customer support operations at Moz.