Trust and Safety Specialist
3 days ago
About IntouchCX
IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change.
About the Job
We're hiring a Trust & Safety Specialist to own and scale our fraud prevention, risk operations, and dispute workflows. You'll be our first dedicated hire in this space, setting strategy while handling day-to-day reviews, incidents, and system improvements.
As a Trust & Safety Specialist, You Will…
- Review and take action on flagged accounts using our internal purchase "bucket" system.
- Investigate fraud using Stripe data, site activity, and purchase history.
- Manage payment disputes/month and improve win rate.
- Improve workflows for handling fraud, escalations, and customer outreach.
- Partner with CX and Product to prevent abuse and reduce risk.
- Track trends and build dashboards, policies, and response playbooks.
As a Trust & Safety Specialist, You Need…
- 4+ years in Trust & Safety, Risk, Fraud Operations, or Payments.
- Strong experience with fraud detection, chargebacks, and dispute resolution.
- Hands-on, systems-minded, and comfortable owning problems end-to-end.
- Great communicator and calm under pressure.
- Experience with tools like Stripe Radar, Sift, Kount, or custom rules engines.
- Familiarity with chargeback platforms or high-volume CX environments.
- Basic SQL or operational analytics skills.
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