About The Role:
As a Customer Support Senior Representative at Taskrabbit, you play a pivotal role in executing robust strategies to detect, prevent, and swiftly mitigate fraud and risk incidents. Your primary focus is on driving the seamless execution of initiatives that safeguard our operations, ensuring a secure and trustworthy environment for all stakeholders, including clients, Taskers, and internal employees. While maintaining a customer-centric approach, your expertise is instrumental in efficiently managing and executing fraud and risk mitigation measures to uphold the continued success of our business.
Responsibilities:
Customer Obsessed:
- Take the lead in implementing and executing strategies to detect, prevent, and swiftly mitigate fraud and risk incidents, always keeping the customer experience at the forefront.
- Develop an in-depth understanding of the unique challenges associated with fraud and risk execution, fostering a positive and secure environment for clients, Taskers, and internal employees.
- Execute with a sense of urgency, combining it with a genuine commitment to executing customer-centric fraud prevention and resolution.
Insights/Data Driven:
- Leverage qualitative and quantitative data to drive the execution of fraud and risk mitigation strategies continually, with a focus on enhancing the overall customer experience.
- Identify emerging trends and execute logical reasoning in decision-making, prioritising the execution of secure and satisfaction-driven measures for our stakeholders.
- Apply insights and metrics to drive the day-to-day execution and enhance the overall effectiveness of fraud and risk mitigation efforts, ensuring a positive impact on customer satisfaction.
Trusted Resource:
- Regularly escalate emerging risk and fraud trends to the supervisor, ensuring timely communication of critical issues to enhance customer trust.
- Collaborate closely with the risk operations manager, executing strategies and measures developed under their guidance, with a constant focus on improving the customer experience.
- Execute problem-solving with a solutions-focused mindset, proactively identifying and executing effective resolutions to safeguard our operations and maintain customer trust.
- Demonstrate a high level of ownership and disciplined curiosity in executing fraud and risk mitigation measures, ultimately contributing to an enhanced customer-centric approach.
- Serve as a trusted resource, executing optimal fraud and risk mitigation through proactive measures and efficient solutions, reinforcing a positive customer experience.
We are looking for someone with:
- Minimum of 1 year of execution-focused experience in fraud and risk mitigation within a customer service or related role.
- Exceptional problem-solving skills, with a proven track record of executing solutions for complex fraud and risk issues, always considering the impact on the customer.
- Strong sense of ownership and disciplined curiosity, driving the execution of proactive identification and implementation of effective fraud and risk mitigation strategies with a customer-first mindset.
- Empathetic communication skills, with the ability to execute connections with stakeholders on a personal level, ensuring a positive customer experience.
- Detail-oriented mindset with a commitment to executing top-notch service in the realm of fraud and risk execution.
- Fluency in Portuguese and English is required; proficiency in French, Spanish, German, or Italian is a welcome bonus.
- Available full-time (40 hours / week).
- Eligible to work in Poland, we will not support relocation for this position.
Shifts offered for this position are Central European Time (CET). Preference will be asked at time of interview, but cannot be guaranteed. Depending on business requirements your shift time or day off may change:
Compensation & Benefits:
At Taskrabbit, our approach to compensation is designed to be competitive, transparent and equitable. Total compensation consists of base pay + bonus + benefits + perks. The annual gross pay for this position is 92,591 PLN. This is the base pay only, and does not include any other total cash compensation amounts, such as company bonus or benefits.
