Senior Analyst / Expert, Fraud Operations Full-time Job

Aircall is a place where voices are valued.

Backed by over $220 million of investment since 2015, we create technology that fuels accessible, transparent and collaborative communication to empower our base of 20,000+ customers (and growing) to make authentic, human connections.

Conversation is a cornerstone of our culture. Wherever our people find themselves in the Aircall world – Paris, New York, San Francisco, Sydney, Madrid, London, Berlin, or at home – everyone has a voice that is valued.

Whatever your background, wherever you’re from – we want you to join the conversation. Let’s talk.

At Aircall, we believe that effective fraud prevention is crucial in today’s competitive and fast changing telecommunications ecosystem. Our customers rely on us for secure and reliable communication: safeguarding their trust and our brand reputation is vital. We also need to ensure compliance with regulatory bodies, maintain product integrity and mitigate financial risks, while always ensuring we deliver the best possible customer experience.

In this context, we are looking for a talented Senior Analyst/Expert, Fraud Operations to join our extended Support Organization and be the leading Fraud Operations point of contact in our organization. You will play an instrumental role in shaping and executing Aircall’s fraud strategy as well as combating fraud with our operation teams on a daily basis.

You will report directly to the VP of Support & Customer Experience and collaborate closely with cross-functional teams, including Product, Engineering, and Customer-Facing teams (Sales, Success, Support, Porting and Billing).

This is a remote position based in France or Portugal.

Your mission at Aircall

Your time will be divided between operational responsibilities and subject matter expertise.

50% - Operational duties: act as primary escalation point for complex and sensitive fraud cases originating from customers, carrier partners or internal teams and help Fraud Operations as a whole perform effectively (speed of execution, escalation rate reduction, error rate reduction)

Conduct timely investigations for complex and sensitive fraud cases escalated to you by Frontline Support teams, driving them to resolution, using data and industry best practices

Own Fraud Operations policies and procedures: Develop and maintain comprehensive Fraud investigation and prevention policies and procedures, in adherence with regulatory requirements and industry standards

Provide training and support to Frontline Support teams, ensuring they are equipped to autonomously manage fraud investigation, reducing need for escalation

50% - Fraud Subject Matter Expertise duties: drive Fraud advancement in a variety of forms (such as systems, processes, ad-hoc analysis, proactive alerting definition and calibration - all conducted in close collaboration with Product, Engineering and Operations teams) while maintaining high customer experience standards.

Perform data monitoring and analysis to identify and mitigate potential fraud risks and suspicious activities

Conduct regular fraud risk assessments, build ad-hoc deep dives/reports and evaluate the effectiveness of existing fraud prevention measures to derive action plansDrive continuous improvement in our Fraud Management landscape, notably working closely with Product & Engineering teams to enhance anti-fraud systems

Stay up to date on the fast changing fraud landscape (industry trends, regulatory changes, tools, etc) and apply those learnings to enhance fraud prevention measures

What You Need To Succeed In This Role

7+ years experience in Fraud Prevention Operations (also known as Risk Management or Trust & Safety) for a technology company, preferably within the TelCo sector

In-depth knowledge of telecom fraud patterns with the ability to think creatively and analytically to connect disparate data points and proactively identify emerging fraud risks

Proven capability in shaping fraud prevention strategies and detection rules, while carefully minimizing impact on legitimate customers

Exceptional written and oral communication skills. This means you have the ability to communicate with a wide variety of audiences about complex situations using plain language and have a proven track record in comprehensive case studies and risk evaluations

You have a customer-first mindset and demonstrated ability to provide exceptional internal and external customer care

Proficiency in SQL and business intelligence tools (Looker) with a demonstrated ability to leverage data analytics to influence business decisions

Proven collaboration skills with Product, Engineering, Operations and Data teams, focusing on enhancing detection and case management solutions through cross-functional projects

Strong background in crafting and upholding detailed policies and procedures, along with managing knowledge systems

Comfort with ambiguity and obscurity. We’re operating in uncharted waters, and the existing frameworks aren’t always applicable

You are proactive, organized, focused, and can ruthlessly prioritize with a strong sense of accountability and ownership

A self-starter comfortable working with remote teams and in a highly independent role

We know that success comes from smart work and deserves to be recognized and rewarded

We value people who are bold, ambitious, collaborative and customer-centric. We’re a global community growing together.

If you love a good challenge, enjoy solving meaningful problems, and want to be a part of one of the fastest-growing B2B startups, then Aircall is the company you are looking for!

Aircall offers a unique work environment and the chance to collaborate with diverse teammates across continents. We'll provide freedom and tools to allow you to thrive at your best, and foster an environment you can do it in.

Why join us?

Key moment to join Aircall in term of growth and opportunities

‍️ Our people matter, work-life balance is important at Aircall

Fast-learning environment, entrepreneurial and strong team spirit

45+ Nationalities: cosmopolite & multi-cultural mindset

Competitive salary package & benefits (health coverage, lunch, commute, sports)

DE&I Statement:

At Aircall, we believe diversity, equity and inclusion, irrespective of origins, identity, background and orientations, are core to our Aircall journey.

We promote active inclusion to foster a strong sense of belonging which is one of our main strengths as a business. We strive to assemble diverse people that can enrich and learn from each other. We pledge to make sure everyone not only has a seat at the table but is valued at the table -- providing equal opportunities to develop and thrive.

We will constantly challenge ourselves to make sure that we live up to our ambitions around diversity, equity and inclusion, and keep this conversation open because we realize that we have work to do and much to learn.

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Aircall is the customer communication and engagement platform, designed for sales and support teams. It is an entirely cloud-based voice solution, easy to use, reliable and integrated with all CRMs and critical business and conversational tools such as Salesforce, HubSpot, Intercom, Slack, Gong, and many others. Through a combination of its powerful software and dedicated people, Aircall helps SMBs drive productivity and turn customer and employee satisfaction into key growth drivers. Aircall has expanded its international footprint and currently has over 700 employees from 40 nationalities spread over 6 offices and was named one of Built Ins Best Places to Work. As part of the Deloitte Fast 500 list, Aircall achieved centaur status after securing over $100 million in annual recurring revenue earlier in 2022.