External Template - Customer Support Senior Associate - Fraud Specialist
Remote · Lisbon, Lisbon, Portugal
Job Summary
Customer Support Senior Associate - Fraud Specialist will directly interact with customers via chat, email, and phone to provide a high-quality support experience; conduct initial investigations related to fraud and financial crime; troubleshoot and resolve fraud-related issues; provide account protection actions, keep customers informed on progress, escalate to Fraud Investigations, and contribute to cross-functional product feedback and knowledge base updates; the role emphasizes customer-centric problem solving, clear explanations of complex problems, and collaboration with the Support and Fraud teams in a fast-paced fintech environment.
Required Qualifications
- Experience handling customer contacts relating to fraud and financial crime
- Ability to explain complicated problems simply
- Experience with customer support tools such as FreshWorks, Intercom, or Zendesk
- Experience in SaaS, fintech, or accounting/financial technology domains
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