VA - Tracking Team Investigation Specialist

CashCow is a fast-growing rewarded gaming platform working with mobile game offers, tracking systems, and affiliate infrastructure at scale. We are looking for a reliable and detail-oriented Tracking Team Agent to investigate and resolve missing reward events for our users. This is a highly execution-focused role requiring strong attention to detail, a structured approach to investigation, and the ability to follow a defined process accurately and consistently. Responsibilities - Investigate missing reward events submitted via Jira, following a defined SOP. - Search logs to identify discrepancies. - Report configuration or other inconsistencies that need to be fixed. - Make compensation decisions based on defined thresholds and rules. - Manage jira tickets and keep users updated in Zendesk throughout the investigation process. - Leave accurate usert notes on action taken. - Join virtual work rooms on Discord and stay up to date with process changes. Requirements (Must Have) - Strong attention to detail and high accuracy. - Ability to follow multi-step investigation processes consistently. - Comfortable searching and working with large CSV exports and spreadsheets. - Strong English reading and writing skills. - Good communication and ability to escalate correctly when needed. - Reliable internet connection and consistent weekly availability (at least 40 hours/week). Big Advantage - Experience with MMP platforms. - Experience in customer support. - Familiarity with Zendesk or a similar helpdesk tool. - Experience with Jira. - Background in mobile gaming or rewards platforms. Shifts available: 1pm - 8pm BST 8pm - 4am BST In your application, please let us know why you are a good fit for this role.