Note: The job is a remote job and is open to candidates in USA. Aircall is a unicorn, AI-powered customer communications platform used by 22,000+ companies worldwide. They are seeking a dedicated and detail-oriented Senior Fraud Operations Specialist to lead complex fraud investigations and drive data-informed decisions that protect Aircall's services and customers.
Responsibilities
- 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
Skills
- 5+ years of experience in Fraud Prevention, Risk Management, or Trust & Safety at a technology company
- Proficiency in data analytics tools (Looker, Datadog, SQL or equivalent). You are comfortable extracting data for your ad-hoc analyses independently
- Solid judgment when handling complex, high-impact fraud cases. Able to make well-supported, data-driven decisions under ambiguity
- Hands-on experience reviewing KYC and KYB documentation as part of fraud or risk assessment processes
- Experience with ATO (account takeover) detection and response, including containment workflows and post-incident monitoring
- Experience with fraud detection tools, case management platforms (e.g. Zendesk), and industry best practices
- Exceptional written and oral communication skills. Able to convey complex fraud scenarios to varied audiences in plain language, with clear and actionable conclusions
- Highly proactive, organized, and accountable. Capable of ruthless prioritization across concurrent cases and comfortable escalating blockers without being prompted
- Customer-first mindset with a track record of strong internal and external stakeholder management
- Experience in the TelCo sector
- Familiarity with telecom fraud vectors (e.g. toll fraud, phishing, callback scams)
Benefits
- Competitive salary package & benefits
- Medical, dental, and vision insurance is 100% covered
- 401k plan with company matching!
- Unlimited PTO — take the time you need to come to work feeling great!
- Wellness, commuter, and childcare reimbursements
- Generous parental leave policy
Company Overview
Aircall is a cloud-based call center software that integrates with CRM, productivity, and helpdesk tools. It was founded in 2014, and is headquartered in New York, New York, USA, with a workforce of 501-1000 employees. Its website is https://aircall.io/.