🛡️ Fiverr Risk Manager KRA
Key Result Areas – What You're Responsible For
📝 Role Overview
The Fiverr Account Risk Manager is the first line of defense against account penalties, missed messages, late deliveries, and negative reviews. You are responsible for the daily health and performance of all 4 seller accounts (Sarthak, Navya, Divyansh, Anurag).
🎯 Key Result Areas
💬 1. Message Response Coverage
Ensure every message is replied to within 24 hours
- Check all accounts daily for unreplied messages
- Zero 🕒 clock icons on any message in the past 24 hours — a clock = unseen / overdue and must be cleared
- Open and reply so every clock is removed (still don't interrupt active threads)
- Escalate stuck conversations to account managers
📦 2. Delivery Risk Prevention
Flag and prevent all late deliveries across accounts
- Monitor all active orders daily
- Flag any delivery due within 48 hours
- Personally notify account manager via Discord/WhatsApp
- Track flagged deliveries until resolved
🔔 3. Notification Clearance
100% of notifications cleared and acted upon daily
- Open notification panel on every account
- Act on delivery updates, order changes
- Clear all notifications from past 24 hours
- Report notification status in daily report
⭐ 4. Review & Feedback Management
Maximize reviews collected and maintain rating quality
- Respond to all buyer reviews immediately
- Flag any 4-star or lower reviews and escalate
- Track clients in feedback tracker sheet
- Mark 30+ day expired review rows RED
📊 5. Daily Reporting & Accountability
Submit detailed per-account report every single day
- Report to Shreyansh and Delhi Team daily
- Break down each account individually
- Report even on zero-action days with reasons
- Include flagged items, low ratings, delivery risks
🎫 6. Cancelled Order Recovery
File support tickets for every cancelled order
- Create Fiverr support ticket for each cancellation
- Request metric removal and compensation
- Track ticket status and follow up
- Protect seller level from cancellation impact
🔔 7. Brief & Lead Response
Convert all matching briefs into potential leads
- Check Briefs section on all accounts daily
- Respond to all matches via "Ask a Question"
- Use standard portfolio pitch (under 2000 chars)
- Track brief response completion in report
🚨 8. Escalation & Crisis Management
Identify and escalate red flags before they cause damage
- Immediate escalation for cancellation requests
- Screenshot and report account warnings
- Escalate negative reviews within 15 minutes
- Never accept cancellations without management approval
🎯 9. Rating Removal & Protection
Get every rating below 4.7★ removed — no exceptions
- Any review under 5★ is acted on; below 4.7★ MUST be removed
- Talk to the client, resolve the real problem, make them happy
- Ask the happy client to request removal via Fiverr Support chat
- Full refund is approved if that's what it takes to remove it
🤝 10. Mutual Cancellation Discipline
Prevent cancellations; if unavoidable, keep them mutual
- Check Notifications (24h) for any cancellation being raised
- Prevent first — show work/effort done, ask client to reconsider
- Never allow a non-mutual cancellation (it causes 1-star ratings)
- Full refund over a 1-star risk — always keep it mutual
🏆 Success Criteria
🚦 Key Risk Indicators (KRI)
These are the exact, specific signals we watch for so there is no confusion about what counts as a risk. Any one of these appearing is a breach and must be reported and fixed the same day.
| Risk Indicator | Threshold | What We Are Specifically Looking For |
|---|---|---|
| 🕒 Clocks on unseen messages | 0 (zero) | No clock icons on any unseen message for the past 24 hours. A clock next to a conversation = unseen / response overdue. Even one clock in the last 24h is a breach. |
| ⭐ Rating below 4.7★ | 0 left on account | Any review under 4.7★ that is still live on the account and not yet in the removal process. Below 4.7★ must be removed (full refund approved if needed). |
| ⭐ Any rating below 5★ | 0 unactioned | Any sub-5★ review with no client conversation started to resolve and pursue removal. |
| 🤝 Non-mutual cancellation | 0 | Any cancellation processed where the client disagreed / was unhappy. Non-mutual = high 1-star risk. Cancellations must be mutual or refunded in full. |
| 🔔 Unactioned cancellation notification | 0 | Any cancellation/cancelled-order notification from the past 24 hours not yet acted on per the SOP's Cancellation Handling Strategy. |
| 📦 Delivery due ≤ 48h unflagged | 0 | Any order due within 48 hours not flagged and not escalated to the account manager. |