Evenings Fraud & Scam Support Representative (Remote - Canada)

Fraud & Scam Support Representative

Hi, it’s us, it’s Shakepay... or is it? It is. We just wanted to rouse your suspicion. Are you suspicious now? Good. We need that because we have over 1,000,000 shakers (aka “customers”) who love Shakepay almost as much as they love bitcoin, and we’d like your help to protect them. Because, you know what they don’t love? Scams. Fraud. Season 7 of Game of Thrones. Those are all things the world would be better off without.

As a fraud-specialized Customer Support Representative (CSR), you’ll review cases alongside other members of the Ops team and interact with customer accounts that demonstrate potentially suspicious activity. The reasons activity gets flagged varies as there’s a lot to look out for—including customers reaching out because they’ve noticed sus activity on their accounts. Are people still saying “sus?” Between that and the GoT comment, we need to update our references... Is there a bad season of Emily in Paris that we could make fun of instead? Of course not. That show is perfect.

Schedule: Sat-Wed, 2-10pm ET

You will:

• Handle fraud and scam support tickets from beginning to end.
• Respond to inbound customer requests
• Proactively send outbound messages to assist customers
• Review accounts to determine the potential for fraudulent activity
• Handle demand letters received in our formal complaints portal and escalate to the legal team when needed
• Provide internal fraud support to other members of the support team
• File Suspicious Transaction Reports (STRs)
• Help development training sessions and materials for other CSRs
• Improve current processes with the customer support and other operational teams
• Work to improve the customer experience for individuals who have been scammed or whose accounts are investigated
• Review document submission for various account actions like KYC and wire requests
• Investigate and prevent unauthorized or suspicious account activity
• Perform a variety of tasks to prevent financial loss

Must have:

• A basic understanding of digital currencies
• 1+ years experience with customer support & fraud investigation in a related field
• Strong written and verbal communication skills in English
• Ability to adapt to change
• Strong analytical skills and attention to detail
• Passion for investigation

Nice to have:

• Bilingual in English and French
• You’re already a shaker yourself

You will get:

• Potentially life-changing stock options. We believe everyone at Shakepay should have the financial upside for building a generational company
• Remote-friendly work environment: work from anywhere in Canada. If you're in Montreal, you can work from the office
• Generous vacation time: we think time off is essential, and highly encourage it
• Personal development: we're here to help you define and hit your personal career goals so that you can get where you want to be
• Continued learning: every Shaker gets a yearly budget to spend on learning
• Employer-covered group insurance: health, dental, paramedical, disability and travel coverage to ensure you're at your best
• Get paid in Bitcoin: choose to take a percentage of your salary in the hardest, soundest money the world has ever known
• A collaborative and friendly team: we succeed together and we have fun doing it
• MacBook: company-issued laptop to make sure you're doing your best work
• Equipment stipend: every Shaker receives a stipend to use toward setting up their home office

About Shakepay: