Responsibilities
- Review and resolve support cases submitted by agents, authorizing final write-off decisions when appropriate.
- Serve as the primary contact for customers involved in escalated disputes, ensuring timely and effective resolution.
- Track and manage support queue performance, adjusting team resources to maintain service levels.
- Analyze ticket data to identify recurring escalation patterns and assess knowledge gaps among support agents.
- Evaluate the authenticity of police reports and oversee incoming support inquiries related to fraud and disputes through internal messaging platforms.
- Coordinate with external partners to align dispute handling practices with broader fraud prevention strategies.
- Develop clear, actionable recommendations to address operational and strategic challenges.
- Communicate key findings and proposed initiatives to senior leadership through structured presentations.
- Use data-driven narratives and persuasive communication to guide organizational decisions.
Benefits
- Summer wellness days observed company-wide
- Winter holiday shutdown period
- Personal time-off days
- Funds available for wellness-related expenses
- Enhanced pay for maternity and parental leave
- Fully remote work across Canada with home office setup support
- Support from an in-house certified performance coach
- Annual allowance for professional development and training
- Recognized as a Great Place to Work® seven times since 2019
- Substantial equity package with a 10-year exercise window
Work Arrangement
Remote (Country)
Team
Team of 23 remote agents; reports to the Team Leader of Transaction Fraud and Disputes; provides support to the Quality Assurance Lead.
AI Disclosure
Artificial intelligence is used in parts of the recruitment process to screen, evaluate, or select candidates.
Note
This job posting addresses an existing open position that the company is actively seeking to fill.
