2 months ago

Fraud Ops and Automation Engineer

We seek a highly motivated and detail-oriented Operations and Fraud Analyst to join our dynamic team. This role offers a unique opportunity to blend operational excellence with data-driven insights. You will be critical in ensuring smooth user support operations, mitigating fraud risk, and contributing to a data-informed environment. If you are passionate about automation and keen to develop your data analysis skills, this is the perfect role for you.

Key Responsibilities:

  • User Support:
  • Zendesk Mastery and GDPR Compliance: Manage our Zendesk system and optimize workflows and automated responses to enhance efficiency and maintain high levels of customer satisfaction.
  • Team Leadership and Quality Assurance: Conduct monthly performance reviews, analyze ticket volume and trends, and ensure adherence to SLAs, and quality guidelines.
  • Stakeholder Collaboration: Manage escalated tickets and collaborate effectively with Marketing, Demand and Supply Account Managers, and PR to resolve critical issues, including those impacting brand reputation.
  • Fraud Prevention:
  • Data-Driven Investigations:Analyze advertiser fraud claims , identifying patterns and trends to mitigate financial risk using python or SQL using cloud based data intelligence platform such as Databricks.
  • Investigate complex cases and connect with key stakeholders to strengthen fraud prevention efforts.
  • Financial Reconciliation: Maintain accurate records of fraud-related chargebacks with the Accounting team.
  • Performance Tracking and Reporting: Manage and track open fraud cases in Jira, ensuring adherence to SLAs and providing key insights to the Business team.
  • ,

    Your Profile:

  • Operational Excellence: Proven experience in a customer support or operations role, with a strong focus on efficiency and process improvement.
  • Data Analysis Foundations: Demonstrated ability to use SQL for data extraction and analysis. Experience with data visualization tools like Tableau or Excel is a plus.
  • Eagerness to Learn: A strong interest in developing data analysis skills and contributing to data-driven decision-making.
  • Excellent Communication: Strong written and verbal communication skills, with the ability to collaborate effectively with diverse stakeholders.
  • Problem-Solving Mindset: A proactive and analytical approach to problem-solving, with the ability to identify and address issues effectively.
  • Bonus Points: Experience with AWS or GCP or Databricks database management is highly advantageous.
  • Please mention that you found this job on MoAIJobs, this helps us grow. Thank you!

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