🛡️ 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 4 accounts daily for unreplied messages
- Prioritize clock-icon (expiring) messages immediately
- Do not interrupt active ongoing conversations
- 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