СШАRisk Operations Analyst
3 дн. назад
80k–90k USD / годСШАHybrid
fraud_detectionrisk_managementcustomer_service
Responsible for managing risk operations to prevent fraud and losses while maintaining customer satisfaction in a fintech platform for trucking industry.
О компании
- is on a mission to transform the trucking and logistics industry by leveling the playing field for owner-operators and small fleets. Backed by top-tier venture investors—including QED, Matrix Partners, Commerce Ventures, NFX, and 500 Startups—and featured on the Forbes Fintech 50 list, offers fleet fuel management solutions. Our core team hails from Disney, Uber, Procore, DoorDash, Google, Meta, Capital One, Affirm, and Brex.
- Here are the core values that we believe in and look for in new teammates:
- Be Customer Obsessed: We deeply understand customer needs and put our customers at the center of everything we do
- Make It Count: Act like an owner by focusing on the impact of your work
- Find a Way: Be a creative problem solver who pushes past roadblocks to win for our customers and teammates
- Sweat the Details: We keep our standards high and achieve them by paying attention to every detail
- Be Curious: Use a growth mindset to question assumptions, take calculated risks, and stretch the boundaries of what’s possible
Обязанности
- Own the Risk Ops queue: claim, investigate, and resolve identity-verification, account-block, and fraud-escalation cases from start to finish
- Move fast without cutting corners: get to new cases quickly, keep work from going stale, and end each shift with a clear queue and clean handoff notes for the daytime team
- Investigate using transaction data, identity and device signals, and our case-management tools, and document your evidence and reasoning so every decision is consistent and auditable
- Make calibrated calls within policy and escalate the ones outside it, weighing the cost of fraud against the cost of turning away a good customer
- Partner with Customer Success on escalations and handoffs so legitimate customers get unblocked quickly, with clear communication
- Spot emerging fraud patterns and repeat false positives, and bring recommendations that make our controls smarter and reduce unnecessary friction
- Contribute to the SOPs, macros, and quality reviews that keep the team's decisions consistent
- You'll be measured on how quickly you respond to and resolve cases and on the quality of your decisions, which we review together in regular calibration sessions. Collections, disputes and chargebacks, and payment arrangements sit with our Payment Operations team and are outside this role.
Требования
- 1–3 years in queue-based, judgment-heavy work such as fraud or risk operations, trust and safety, KYC/identity verification, payments support, or escalated customer support
- Comfortable owning a fast-moving queue and ending each shift with it under control
- Sound judgment under ambiguity: you stay appropriately skeptical without assuming every customer is a bad actor
- Clear, concise writing; your case notes are read by teammates and sometimes by customers
- Comfortable working with data in ticketing systems and spreadsheets; SQL or BI tools are a plus
- Available to work Sunday through Thursday, 12:00–8:00 PM Pacific Time
- Experience in payments, financial services, fuel, or trucking is a plus but not required
Условия
- Competitive salary and equity in a high-growth startup
- Multiple health benefit options
- Responsible Time Off
- 401(k) matching
- Opportunities and support for major career growth
- Annual company offsite event (Mudfest!)
- The salary range for this role is $80,000–$90,000. This information reflects a base salary range for this position based on current market data, which may be subject to change as new data becomes available. The candidate's skills, experience, and other relevant factors will determine the exact compensation.
Другое
- At , we're modernizing the $1 trillion trucking industry, the backbone of the U.S. economy. By helping over 100,000 underserved small businesses save over $1.5 billion on fuel, has quickly grown into a profitable fintech platform that processes billions in annual payment volume.
- We are seeking a Risk Operations Analyst to own our Risk Ops queue on the evening shift, reporting to the Head of Customer Success. Risk Operations decides, in real time, who gets on and stays on the network: verifying identities, investigating suspicious activity, and resolving account blocks. Our job is to stop fraud and losses without turning away good customers. We're the healthy friction, and we're proud of how we treat customers while doing it. You'll work alongside our customer-obsessed teams, resolving cases quickly and fairly. This is an exempt position with minimum coverage expectations of Sunday through Thursday, 12:00–8:00 PM Pacific Time . Your calls land on real fleets and drivers.
- Work Location: This role is based in the bay area and involves a hybrid work approach, balancing in-office collaboration with the ability to work remotely.
- To support our team, we offer:
- Commuter benefits to ease your travel
- Lunches and snacks to keep you fueled
- A collaborative, high-growth environment where you’ll work closely with talented teammates across the company