Senior Fraud Operations Specialist
TLDR
Lead complex fraud investigations and drive data-informed decisions to protect Aircall's services and customers while shaping fraud prevention processes.
Diligently investigate and resolve complex, high-impact fraud cases originating from internal teams (Engineering, Sales, Success, Billing Support, Number Operations) and carrier partners, applying strong analytical judgment and clear documentation
Handle complex escalations and take difficult final decisions with direct business impact, ensuring every decision is thoroughly documented and backed by data
Conduct advanced data analysis using tools such as Looker, Datadog, SQL, HEX and similar platforms to identify emerging fraud patterns, quantify risk and support data-driven decisions
Review and assess KYC (Know Your Customer) and KYB (Know Your Business) documentation to evaluate customer risk profiles and flag suspicious onboarding activity
Partner with customer account owners and cross-functional stakeholders to communicate fraud findings clearly and support resolution
Assist the Fraud Operations Manager in identifying process improvement opportunities and contribute to the refinement of fraud detection and prevention practices
Accurately document fraud attempts, trends and loss events to support reporting and continuous improvement efforts
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5+ years of experience in Fraud Prevention, Risk Management, or Trust & Safety at a technology company
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Proficiency in data analytics tools (Looker, Datadog, SQL or equivalent). You are comfortable extracting data for your ad-hoc analyses independently
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Solid judgment when handling complex, high-impact fraud cases. Able to make well-supported, data-driven decisions under ambiguity
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Hands-on experience reviewing KYC and KYB documentation as part of fraud or risk assessment processes
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Experience with ATO (account takeover) detection and response, including containment workflows and post-incident monitoring
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Experience with fraud detection tools, case management platforms (e.g. Zendesk), and industry best practices
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Exceptional written and oral communication skills. Able to convey complex fraud scenarios to varied audiences in plain language, with clear and actionable conclusions
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Highly proactive, organized, and accountable. Capable of ruthless prioritization across concurrent cases and comfortable escalating blockers without being prompted
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Customer-first mindset with a track record of strong internal and external stakeholder management
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Nice to have: experience in the TelCo sector, familiarity with telecom fraud vectors (e.g. toll fraud, phishing, callback scams) is a strong plus
Aircall builds an AI-powered customer communications platform that unifies voice, SMS, WhatsApp, and AI into a single workspace. Serving over 22,000 companies globally, it empowers customer-facing teams to enhance revenue generation and resolve issues efficiently. Its distinctive approach integrates multiple communication channels, making it an essential tool for businesses looking to elevate their customer engagement.
- Founded
- Founded 2014
- Employees
- 201-500 employees
- Industry
- Internet Software & Services
- Total raised
- $110M raised